Provide Sophos customers with Technical Support within the defined parameters of Sophos Support Services including customers with defined SLAs, with a focus on quality and customer satisfaction, covering our Network products
Provide advanced troubleshooting via remote sessions to modify customer’s environment towards a resolution that includes, but is not limited to: Installation issues, best practice configuration, network troubleshooting, Windows, Linux, Mac and Unix OS configuration.
Handle technical escalations within team response/resolution targets
Ability to work weekend and on-call shifts on a rotational basis
Provide Team Leader or Manager feedback about Technical Support procedures and policies, to improve overall customer satisfaction as well as engineer efficiency

A bachelor’s degree or technical diploma in Computer Science, Electronic Engineering, Computer Engineering, or related field
3+ years’ experience in the IT field, including experience as a Systems/Network Administrator, or a technical support role supporting Systems/Network administrators
Experience with security products, such as Firewalls, IPSec, IDS/IPS, Anti -Spam, Anti-Virus, Web Security proxies, Email Security filters, VPNs
Experience with Linux operating systems through the command line level
Experience with Active Directory (or any LDAP variant) group policy configuration and deployment
Experience with cloud virtualization such as Amazon AWS or Microsoft Azure
The ability to work with complex problems where analysis of situations or data requires a review
Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, and email

Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach.
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

Technical Support Engineer – Bilingual English and Spanish

Key skills