Technical Support Engineer

Milan, IT, 20125

Technical Support

Sophos Overview – Cybersecurity Evolved

As a worldwide leader in next-generation cybersecurity, Sophos protects nearly 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs – a global threat intelligence and data science team – Sophos’ cloud-native and AI-enhanced solutions secure endpoints (laptops, servers and mobile devices) and networks against evolving cybercriminal tactics and techniques, including automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more. The award-winning Sophos Central cloud-based platform integrates Sophos’ entire portfolio of best-of-breed products, from the Intercept X endpoint solution to the XG Firewall, into a single system called Synchronized Security. Sophos products are exclusively available through a global channel of more than 47,000 partners and Managed Service Providers (MSPs). Sophos also makes its innovative commercial technologies available to consumers via Sophos Home. The company is headquartered in Oxford, U.K., and is publicly traded on the London Stock Exchange under the symbol “SOPH.”

As a Product Support Engineer you provide high quality Technical Support for Sophos products, to Sophos customers, partners and other engineers. Support is provided primarily via incoming telephone calls and email support.

 

 

Main Duties:

 

  • Provide Sophos customers with Technical Support within the defined parameters of Sophos Support Services including customers with defined SLAs, with a focus on quality and customer satisfaction, covering our Endpoint or Network Security product
  • Provide Team Leader or Manager feedback with regards to Technical Support procedures and policies, with the goal of improving overall customer satisfaction as well as engineer efficiency
  • Record all activity in the department’s call logging system, updating cases according to departmental Best Practice in order that progress can be tracked with each customer’s incident, viewed via the customer portal and reports generated for high profile customers.
  • Have the ability to manage multiple priorities within a fast paced environment
  • Analyse and clarify customer queries though troubleshooting and researching, using existing knowledgebase articles / known issues and personal investigation.
  • Utilize and help to create knowledgebase articles in line with KCS best practice based on new product information, support incidents, and/or common or critical issues
  • Participate in departmental projects
  • Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement.
  • Attend regular product / technology training to remain up to date with developments of the Sophos solution
  • Assist colleagues via mentoring and coaching when faced with challenging incidents
  • Review cases for technical complexity and make recommendations to team members with regards to case resolution.

 

 

Skills & Experience:

 

  • Relevant post-secondary education
  • Experience in a customer facing role 
  • Experience of supporting customers over the phone within an IT environment 
  • Experience of installation, configuration and troubleshooting of: Windows / Linux desktop and server operating systems 
  • Experience of maintaining agents and queues associated to SLA’s within a call routing system 
  • Endpoint and Server Protection product knowledge would be an advantage 
  • Strong technical knowledge and understanding of IT Security concepts, including antivirus, networking and encryption technologies (for Network Security product)
  • Advanced computer skills including but not limited to:Firewalls, VPN, IP Routing, DNS, Email and Web Filtering Basic Database (SQL) skills (for Network Security product)
  • A CCNA certification would be an advantage (for Network Security product)
  • Case logging skills with attention to details for problem description, actions and agreements 
  • Customer service – ability to communicate effectively both verbally and written in Italian and English 
  • Ability to prioritise within a high workload 

 

Equal Opportunities

Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.

If you choose to explore this opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our data protection policy which can be found here and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.  If you would like Sophos to delete or update your details at any time, please reply to this or other emails from Sophos clearly stating your request, or follow the steps set out in the data protection policy describing your individual rights.  If you have any questions about Sophos’ data protection practices please contact dataprotection@sophos.com.

At Sophos, we want every organization to be protected by innovative, next-generation IT security, even those who don't have a huge IT staff. We protect organizations of all sizes, all around the world by making enterprise-grade security that is simple to deploy, manage, and use. It is our passion, and something we are truly proud of.


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