Role Summary
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.
What you will do
Implement, troubleshoot and Support Sophos Endpoint Security products that provide visibility and defense-in-depth of all endpoints.
Provide high level of support to Security Operations and Support teams for Sophos products that make up the endpoint security tool set.
Administer, operate, and maintain threat environment, including installation, configuration, tuning, and maintenance of threat components, such as: AV, DLP, application control etc.
Upgrade and patch Sophos security platform products to the latest versions.
Perform supporting tasks such as system hardening, high availability configurations.
Work with the customers to develop requirements to meet their security objectives.
Experience in windows logs analysis, device configuration, reporting and troubleshooting.
Advanced knowledge of the Antivirus product architecture.
Evaluate the criticality, severity of the issues, and ensure that they are addressed observing the priority
Document all technical issues, analysis and communication with the customer and ensure a crystal-clear documentation
Be a Single contact for each Customer reported Issue (manage, troubleshoot, resolutions).
Handle the Service Requests from cradle to grave.
What you will bring
Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email.
Strong technical knowledge and understanding of IT Security concepts and technologies.
Ability to handle escalated calls while using good judgment to make sound recommendations.
Cloud architecture understanding.
Networking components in AWS, Azure etc.
Hands on experience on Windows/Linux/Mac OS environment
Understanding of client – server architecture.
Understanding of the OSI model and related concepts.
Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP.
Understanding of Virtualization concepts and virtual system administration
Understanding of Active Directory, IIS, DMZ, Relay server and proxy server.
Understanding of Next – Gen Antivirus.
Understanding of Antivirus Detection techniques
Experience of Installation, configuration and troubleshooting of different OS, Antivirus.
Understanding of Cryptographic techniques.
Understanding of Mobile OS – Android, iOS, Windows
Understanding of common attacks and vulnerabilities
Experience in handling Ransomware and remediation.
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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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