Sophos Looking for Associate IT Operations Engineer (Ahmedabad) at India Full Time

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

We have a fantastic opportunity for an IT Support Specialist in our Ahmedabad office. You will be an integral part of the Global IT Services Team and will be responsible for providing Sophos employees with best-in-class support and a dynamic end-user capability that enables our people to access services and knowledge from any devices, anywhere.

The IT Support Specialist must provide high quality and professional technical support for various IT services across local and regional offices. You will be required to build excellent end-user relationships and gain a good understanding of business-critical periods, processes and applications.

What you will do

Working as part of the Global IT Services Team, this role will have specific responsibility for the effective management and improvement of the Incident Management and Service Request Processes.

Working with customers, colleagues and suppliers, on a variety of support environments, different infrastructure projects, operational and geographical areas.

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 impact.

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.

Manage your day-to-day tasks effectively ensuring that work is completed according to priority and completed within the agreed Service Level Agreements (SLAs).

Be proactive in assisting the Global IT Services 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.

Assists Customers in making more effective use of desktop systems, products and services enabling them to increase their business value.

Assist in project related activities as required.

What you will bring

Previous experience working in a L1 or L2 environment.

Experience of building and troubleshooting Windows desktop operating systems, up to and including Windows 10/11.

Knowledge of VDI platforms and supporting remote desktop users.

Proven knowledge of desktop hardware and peripherals.

Knowledge of Active Directory and troubleshooting Group Policy.

Demonstrable experience of supporting Microsoft Office/0365 Suite.

Experience of deploying software using SCCM and/or AutoPilot.

Working knowledge of broader MS product range (Teams, OneDrive, SharePoint, Teams).

Experience of supporting Apple Mac devices (iOS and MacOS).

An understanding of Amazon Web Services (AWS) core services and connectivity options.

Knowledge of, and experience troubleshooting and maintaining, desktop security products such as anti-virus, certificates, drive encryption, and OS Patching.

Knowledge of PowerShell to automate complex and repetitive operations, as well as for troubleshooting purposes.

Experience of working in high pressured project environments managing the co-ordination and staffing for office restacks.

ITIL Foundation V3 certified.

CompTIA A+ certification.

#LI-Onsite

What’s Great About Sophos?

• 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

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 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].