Technical Support Engineer

Ottawa, CA, K1P 5J6

Technical Support

Job Purpose:

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. 

Main Duties:

  • Provide technical support to VIP Partners and Distributors customers by answering telephone calls and emails in line with departmental measures with a focus on high quality. Research incidents by replicating customer’s issues within a test environment 
  • Readily accept cases escalated from L1 engineer and schedule troubleshooting sessions with customers or correspond via e-mail 
  • Replicate customer issues in test environment to provide root cause analysis on customer issues 
  • Actively help mentor L1 engineers on cases in real-time via joint remote sessions and conference calls 
  • Provide technical support to Sophos customers / partners by answering telephone and other reported incidents calls that overflow from the L1 team in line with departmental measures with a focus on high quality as designated by Team lead. 
  • Learning and utilizing specific software tools and problem solving strategies outside of internal knowledge base to solve for customer issues and continuously improve our processes. 
  • Ability to work a weekend on-call shift on rotational basis 
  • Subject matter expert in at least one Sophos product or equivalent third party application 
  • Ensure incidents are managed and escalated according to company standards  
  • Document and record all activity and communication with customers over telephone and email according to departmental standards of quality 
  • Recording all activity in the department’s call logging system which needs to be updated after each call so progress can be tracked with each customer’s incident, and reports generated for high profile customers 
  • Adhere to Sophos Support Services best practices 
  • Actively participate in weekly team meetings by providing feedback on current day to day activity 

Skills & Experience:

  • A Bachelor’s Degree in Computer Science and minimum of 2 years related experience 
  • Completes complex assignments 
  • Sound knowledge of principles, practices and standards within own function/specialty area 
  • Integrates basic principles of function with processes and procedures to assignments within Technical Support 
  • Solves non-routine problems in own area 
  • Articulates and refines identified problems  
  • Develops solutions based on the analysis of variety of factors within standards and procedures 
  • Receives general instructions on routine work, detailed instructions on new assignments 
  • Guided by objectives of project or ongoing assignments 
  • Plans own work priorities on a regular basis 
  • Shares skills and knowledge with others while building productive internal/external working relationships 
  • Presents facts, data, information and the weight of evidence to influence others  

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.

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