IT Support Engineer

About Us

Sophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through its cloud-based Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed, turnkey security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com. 

Role Summary

As an IT Support Engineer, you will take on the responsibility of developing and training interns and new IC1 and IC2 IT engineers within the IT service organization. You will serve as a point of escalation for all IC1 and IC2 support engineers. Additionally, you will be entrusted with overseeing entire projects and functions, contributing moderately to the organization, and leading projects that significantly impact 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 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 issues, 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 Services.
• 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.

In the United States, the base salary for this role ranges from $71,000 to $118,000. In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package. A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs. 

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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 – we encourage you to apply.

What's Great About Sophos?

· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.

· 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 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].