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Technical Support Engineer L2

Sydney, NSW, AU, 2060

Technical Support

Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos has major hubs around the globe. More information is available at www.sophos.com

 

Role Summary 

In this role, you will be part of the APAC Technical Support team, providing 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 

 

What You Will Do  

The primary duty of this role is to provide high quality technical support to our enterprise customers and Partners as a part of a 24 hour/7 day follow-the-sun model in our global support group. 

 The main duties and responsibilities involve:   

  •   Providing technical support to customers via telephone, email and remote access, in line with departmental measures   
  • Ensuring that high levels of customer service and any SLAs are met.  

  • Readily accept cases escalated from L1 engineer and schedule troubleshooting sessions with customers or correspond via e-mail, phone and remote access 

  • Producing technical articles based on support incidents   

  • Participating in regular team meetings and team training   

  • Actively help mentor L1 engineers on cases in real-time via joint remote sessions and conference calls 

  • 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. 

  • Interact with Sales, Engineering and Product Management and participate in bug scrubs and project meetings to coordinate resolutions to customer-specific product issues and overall technical support trends 

 

What You Will Bring  

Essential 

  • A Bachelor’s Degree in Computer Science, Electronic Engineering, Computer Engineering, or related field and minimum of 3 years related experience 

  • CompTIA A+, Security+ and one of CompTIA Network+, Cisco Certified Network Associate or equivalent 

  • 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  

  • Troubleshooting network issues with tools like tcpdump and Wireshark including the ability to create filters, follow tcp streams, dump TLS keys, and displaying what DLLs are loaded into a process  

  • Troubleshooting SQLite queries including creating simple to moderately complex queries and the ability to navigate a database on the fly  

  • Working with bash including scripting  

  • Troubleshooting Linux including command-line interface (CLI) interactions  

 

Desirable 

  • Bilingual, preferably Mandarin speaking as to support customers in ASEAN region.

 

What’s Great About Sophos?

  • Our people are what makes Sophos special – we demonstrate shared vision, talent, innovation, and creativity, all of which are accompanied by a great sense of fun and team spirit.
  • Employee-led diversity and inclusion groups that build community within Sophos and provide internal education and advocacy (eg. Sophos Women in Tech group to improve gender parity, encourage gender-balanced leadership, and support career progression at Sophos)
  • Sophos Environment Network and employee challenges to contribute to sustainability and reduce our environmental footprint
  • Annual commitment to charity and fundraising across our global sites and volunteer days for employees to give back to local communities
  • Global trivia competitions to keep our minds sharp
  • Global Mental Health days off work for all Sophos to help employees relax and recharge
  • Monthly employee wellbeing webinars and training to support employee health and wellbeing
  • Employee rewards and thanks, such as our free annual subscription to Calm

 

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity.   We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team.  All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.  We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

 

Data Protection

If you choose to explore an 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 opportunites 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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