Role Summary
Working as part of the Global IT Team, this role will be responsible for effectively following and managing the Incident Management Process, Request fulfilment Processes & Standard Operating Procedure to provide faster & better IT support to all Sophos Internal Department. You will be also responsible for providing the World Class IT Service with excellent Customer Satisfaction remotely. Additionally, this role will require working with regional IT Teams & SME Members to collaborate on various projects & customer requests.
What you will do
Incident and Service Request Management
Work with Sophos Employees & Various Sophos Departments to full their IT Needs which includes key responsibilities as below.
Incident and Service Request Management which includes, but is not limited to, detection, recording, analysis, diagnosis, and either resolution or escalation of tickets.
Managing the Incident or Service Request as per the Sophos Policies
Working on Proactive tickets to make ensure the security posture of Sophos
Be an effective interface between Customers, Internal Support Teams, and 3rd Service Providers.
Minimise business impact through demonstration of technical capabilities to handle complex situations by identifying underlying causes, and devising solutions or workarounds.
Manage your day-to-day tasks effectively ensuring that work is completed according to priority and completed within the agreed Service Level Agreements (SLAs).
Provide Assistance to Sophos Employee via various IT Channels like Virtual Techbar, Email, Chatbot & Self-service
Communication/Documentation
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.
Continual Service Improvement
Assist in Project related activities as required under IT Service Operation Function.
Assists Customers in making more effective use of IT systems, products and services enabling them to increase their business value.
Actively participate in all regular Global Service Desk meetings.
Actively create Knowledge Base Articles so that they can be used by the customer to self-serve
Provide Ideas & Innovation to improve the IT Services Process/Policies
Provides reports to immediate superior on daily tasks and activities.
Performs other functions and requests assigned by immediate superior
Coach, Train & Mentor L1 & L2 in the Team
What you will bring
Essentials
3-4 Years of Experience in providing the IT Support to Customer across the globe
Knowledge of the IT Service Management life cycle
Handon’s on O365 & Exchange Administration, Active Directory
ITIL V4 Certified
Windows – 10 & 11 Remote Support, Mac OS Remote Support
Network knowledge – understanding the basic network principals.
Application support experience for multi-platform system or service operations
Experience In providing remote Hardware Support to Laptops, Desktops, Printers, Mobile Phones, peripherals
Working knowledge on Window Server
Remote Support Skills
Willingness to work on rotational shifts. (24×7)
Willingness to work on weekends on rotational bases
Strong Communication and customer handling skills
Desirable
Handon’s experience on applications likeServiceNow, Jira, JAMF, Salesforce
#LI- Remote
#B1
What’s Great About Sophos?
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].
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