Sophos
What’s Great About Sophos?
· Sophos operates a remote-first working model, and working remotely is the primary option for most employees
· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
· Employee-led diversity and inclusion networks that build community and provide education and advocacy
· Annual charity and fundraising initiatives and volunteer days for employees to support local communities
· Global employee sustainability initiatives to reduce our environmental footprint
· Global fitness and trivia competitions to keep our bodies and minds sharp
· Global wellbeing days for employees to relax and recharge
· Monthly wellbeing webinars and training to support employee health and wellbeing
Role Summary
Responsible for the development and training of interns and new IC1 and IC2 IT engineers within the IT service organization and be a point of escalation for all IC1 and IC2 support engineers. At times will be responsible for entire projects and functions, having a modest impact on the organization and projects that have a considerable impact on the results and operations of the department.
What you will do
Interact with customers through video calls, chat, email or in person to triage and resolve tickets using existing knowledge.
Provide high-quality and personalized IT support to the senior executives.
Support onboarding of new employees
Support and facilitate leading Major Incident and problem management processes, ensuring processes are followed, and RCAs are progressed as required.
Reporting of statistics relating to OLAs and SLAs
Define, create, and review Standards, and Procedures relating to IT services.
An active player within larger IT SME driven projects.
Excellent communication skills in English both written and verbal. (Able to draft communication to a broad audience of users, including companywide communications).
Support the creation of engineering and customer training materials.
Excellent customer service and problem-solving skills to delve deep into issue, collaborating with internal and external parties as necessary, ensuring a repeating issue is resolved and fully documented.
Keep up with the latest technologies, IT Concepts, innovations and industrial standards and how it be applied to IT Service.
Demonstrates strong presentation, organization and leadership skills.
Ability to identify, own, and drive solutions to technical challenges.
What you will bring
Certified, in-depth knowledge of either Mac or PC OS environments
Certified, in-depth knowledge of one or more Microsoft Products (Win10&11, O365, Teams)
An excellent knowledge of laptops, Desktops, Printers, Mobile Phones, and peripherals with a view to providing recommendations to our standard offering.
Proficient in diagnosing and resolving Audio-Visual equipment (AV) and application issues.
Generalist knowledge of the entire OS stack.
The ability to decode a network packet trace and understand principles of IP processing.
Define, create, and review hardware standards to meet the needs of our customer base.
Comfortable working with development teams and external support providers troubleshooting complex issues.
Comfortable troubleshooting connectivity and performance issues of cloud computing environments
Excellent communication skills in English both written and verbal. (Able to draft communication to a broad audience of users, including companywide communications).
Support and creation of engineering and customer training materials.
Excellent customer service and problem-solving skills to delve deep into issue, collaborating with internal and external parties as necessary, ensuring a repeating issue is resolved and fully documented.
A desire to keep up with latest technology and industrial standards and how it be applied to IT Service.
Demonstrates strong presentation, organization and leadership skills.
Ability to identify, own, and drive solutions to technical challenges.
#LI- Remote
#B2
Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don’t check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don’t let a checklist hold you back – if you’re passionate about cybersecurity and ready to contribute, we encourage you to apply. We’re excited to explore how your individuality can shape the future of our company.
About Us
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 cyber threats. 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 a 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 .
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 who 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 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 [email protected].
Sophos
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