IT Operations Technician

Vancouver, CA, V6C 1W6

Information Technology

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


The IT Desktop Support Specialist is part of the Global Service Management Team.  This role will have specific responsibility for the effective management and improvement of the Incident Management and Service Request Process while working with Customers, colleagues and suppliers, on a variety of support environments, different infrastructure projects, operational and geographical areas.


Main Duties


Incident and Service Request Management

  • Managing through to resolution, Incident and Service Request Tickets in accordance with the Sophos Incident Management Policy and Process. This includes, but is not limited to, detection, recording, analysis, diagnosis, and either resolution or escalation of tickets.
  • Be an effective interface between Customers, Internal Support Teams and 3rd Service Providers.
  • Ensure that the appropriate escalation processes are followed in a timely manner, ensuring that high Severity/Priority incidents are managed according to those standards.



  • Ensure that Customers are kept fully informed and up to date with the status of their incidents/requests. Provide effective and timely Communications to the Business during widespread business impacts
  • Ensure that all records and documents are completed in an accurate, concise and articulate way including but not limited to Incident and Service Request tickets.
  • Interprets technical or procedure manuals on behalf of non-technical Customers and provides routine training in normal usage of services and systems
  • Works to ensure that Sophos’s high security standards are proactively maintained by ensuring that Customer requests are properly and appropriately validated. Additionally, all agreed Security standards and Processes are adhered to.

Managing Workload

  • It is expected that L2 Specialists manage your day to day tasks effectively ensuring that work is completed according to priority and completed within the agreed Service Level Agreements (SLAs)

Continual Service Improvement

  • Be proactive in assisting the Global Service Management Team in developing and deploying Continuous Improvement Plans for the Team and its processes. Typical activities include but are not limited to:
  • Ensure that all documents related to Known Errors and Workarounds are completed in an accurate, concise and articulate way including but not limited to Incident and Service Request tickets.
  • Assist in Project related activities as required
  • Assists Customers in making more effective use of desktop systems, products and services enabling them to increase their business value
  • Actively participate in all regular Global Service Desk meetings


Experience And Skills

  • Previous experience working in a Help Desk L1 or L2 role providing IT Support
  • Knowledge and experience working with the following:
  • Active Directory - creating and managing users accounts, creating and managing distribution/security group,
  • Exchange – 2013, Windows - 7,8 & 10,
  • Hardware – Laptops, Desktops, Printers, Mobile Phones, peripherals and Security – Anti Virus, Encryption (Bitlocker), awareness in password policies and Malware
  • Strong knowledge of both Mac and PC OS types
  • Strong software skills, installation and support
  • Strong troubleshooting skills, self-sufficient
  • Basic AV-related functionality skills
  • Some out of hours work when necessary
  • Participation in on call support rotation may be required
  • MCP (Microsoft Certified Professional), A+, or ITIL Foundation V3 in IT Service Management is an asset.


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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