- Active Directory
- Computer networking
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.
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
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, color, age, disability or sexual orientation.