Main Duties
Collaboration: An ability to work collaboratively with customers, partners, and colleagues to drive the best solution for the customer.
Technical Curiosity: A demonstrable knowledge of Computer Networking and a desire to keep building on that knowledge and share it with others.
Customer Obsession: Place our customers front and centre in every decision and action carried out in the role.
Initiative: Voluntarily take the steps needed to identify and address existing and potential obstacles, issues, and opportunities.
Main Responsibilities
Build a strong and demonstrable knowledge of our products.
Solve problems and deliver a top-quality support experience to our customers which will in turn drive customer loyalty and advocacy.
Collaborate with the next tier of Support and other departments within Sophos.
Perform technical training and presentations of software and processes to other Sophos staff.
Mentor and share information with colleagues to increase the knowledge in the team.
Create online help content to document helpful solutions for our customers & colleagues.
Actively contribute to the development of new or changed processes and procedures.
What You Will Bring
Know how to frame and understand a customer issue and troubleshoot it through to resolution.
Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS, and DHCP.
Troubleshooting using Wireshark or similar for packet captures.
Professional certifications from Cisco, Microsoft, Sophos, ICS2, GIAC, Network+ etc. not essential but desirable.
Demonstrated self-starter who can adapt quickly between roles, duties, and tasks.
Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues.
Knowledge of Virtualization, Linux, and Windows systems advantageous.
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.
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