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IT Support Engineer II
2 months ago
About Sophos
Sophos is a global leader and innovator of advanced security solutions that defeat cyber threats, including Managed Detection and Response (MDR) and incident response services, as well as a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, Sophos defends more than 600,000 organizations and over 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos provides cybersecurity-as-a-service to organizations needing fully managed 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.
Role Overview
The IT Support Specialist II will serve as the primary point of escalation for junior support engineers, providing technical expertise and guidance on IT-related projects, creating knowledge articles, contributing to IT service processes, standards, and policies, and offering executive-level support. This role requires the successful candidate to be on-site at our headquarters Monday through Friday, with some flexibility offered, and monthly travel to our office in Manchester.
Key Responsibilities:
- Interact with customers through video calls, chat, or in-person to triage and resolve tickets using existing knowledge and expertise.
- Follow established Standard Operating Procedures (SOPs) for IT processes and ensure adherence to company standards.
- Provide escalated technical support and guidance to junior engineers.
- Collaborate with the Asset Manager to maintain suitable regional stock levels of IT equipment by raising quotes and orders with chosen vendors.
- Deliver training and guidance to customers on the effective use of various IT tools and applications.
Requirements:
- Fluency in Business-level English, both written and spoken.
- Strong ability to troubleshoot IT hardware, including diagnosing and resolving issues with laptops, desktops, printers, mobile devices, and peripherals.
- Understanding of network principles and ability to use networking troubleshooting tools such as ping, traceroute, and Wireshark.
- Familiarity with technologies such as VPN, LAN, WAN, and wireless networks.
- Strong awareness of device management tools, including Intune and JAMF.
- Strong Audio-Visual (AV) and Collaboration-related skills and knowledge.
- Strong understanding of Security, including Anti-Virus, Encryption (BitLocker), and awareness of password policies and Malware.
- Strong communication skills in English, both written and verbal.
- Ability to work independently and as part of a team as required.
- Assist in project-related activities as needed.
Data Protection
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