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Technical Support Engineer L1 - 2

Ottawa, CA, K1P 5J6

Technical Support

Sophos Overview – Cybersecurity Evolved

Sophos evolves to meet every new challenge, protecting more than 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs, our cloud-native and AI-enhanced solutions are able to adapt and evolve to secure endpoints and networks against never-before-seen cybercriminal tactics and techniques. Managed through our award-winning, cloud-based platform, Sophos Central, our best-of-breed products work together through our unique Synchronized Security system to share threat intelligence and respond to evolving threats. The Sophos suite of products secures networks and endpoints against automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more.

 

Job Purpose

As a Technical Support Engineer, you will have the opportunity to support our customers and learn cutting edge technologies in the dynamic software security space. 

 

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 Network products
  • Provide advanced troubleshooting via remote sessions to modify customer’s environment towards a resolution that include, but are not limited to: Installation issues, best practice configuration, network troubleshooting, Windows, Linux, Mac and Unix OS configuration.
  • Handle technical escalations within team response/resolution targets
  • Ability to work weekend and on-call shifts on a rotational basis
  • 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

 

Skills & Experience

  • A bachelor’s degree or technical diploma in Computer Science, Electronic Engineering, Computer Engineering or related field
  • 3+ years’ experience in the IT field, including experience as a Systems/Network Administrator, or a technical support role supporting Systems/Network administrators
  • Experience with security products, such as Firewalls, IPSec, IDS/IPS, Anti -Spam, Anti-Virus, Web Security proxies, Email Security filters, VPNs
  • Experience with Linux operating systems through the command line level
  • Experience with Active Directory (or any LDAP variant) group policy configuration and deployment
  • Experience with cloud virtualization such as Amazon AWS or Microsoft Azure
  • The ability to work with complex problems where analysis of situations or data requires review
  • Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, and email

 

 

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 Privacy Policy 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 follow the steps set out in the Privacy 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.


Job Segment: Technical Support, Computer Science, Cloud, Linux, Unix, Technology