IT Support Engineer, Sophos
CA$53-88k
+ Bonus eligibility
More information about location
Cybersecurity-as-a-Service
Be an early applicant
Cybersecurity-as-a-Service
1001+ employees
Be an early applicant
CA$53-88k
+ Bonus eligibility
More information about location
1001+ employees
Company mission
To develop powerful and intuitive products and services that provide the world's most effective cybersecurity for organizations of any size.
Role
Who you are
- Basic knowledge of either Mac and/or PC OS environments, For example, Comfortable using Win Sysmon, MAC activity monitor
- In-depth knowledge and ability to troubleshoot common productivity tools, such O365, Email, Zoom etc. and effectively use these tools, offer technical support, and devise solutions based on MAC and Windows technologies
- Possess a robust ability to troubleshoot IT hardware, including diagnosing and resolving issues with Laptops, Desktops, Printers, Mobile Phones, peripherals
- A Network knowledge which includes
- Familiarity with technologies such as VPN, LAN, WAN, and wireless networks
- Comfortable with basic troubleshooting on Filer and print server administration, Windows Server and Exchange connectivity
- Awareness of device management tools for example Intune and JAMF and user directories (Microsoft Entra ID and Server AD)
- Awareness on Audio-Visual (AV) and Collaboration related skills and knowledge
- Good understanding of Security – Anti Virus, Encryption (BitLocker), awareness of password policies and Malware
- Awareness of cloud computing environments and web-based applications
- Strong communication skills in English both written and verbal
- Excellent customer service orientation
- Effective problem-solving skills and proactive attitude
- Strong analytical and logical skills, problem-solving, and diagnostics skills
- The ability to work alone and in a team as required
- Provide ticket & communication update and contribute towards improvement which adheres to our standards
- 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 the job involves
- Our IT teams support more than 5,000 end users within the business who rely on our technology and processes to enable them to be effective
- We are the first point of contact to support, guide, and solve their IT incidents and requests, and you will be supporting our evolution to deliver a best-in-class service, exceeding our end user expectations globally
- Maintain and track all existing IT inventory within the office and at external vendor locations such as CDW
- Receive and log incoming stock, ensuring accurate documentation and readiness for deployment
- Follow Standard Operating Procedures (SOPs) for asset handling, tagging, and lifecycle management
- Host IT orientation calls for new hires, introducing them to essential tools, systems, and support processes
- Ensure new employees receive and set up their devices correctly, with all required software and security configurations
- Provide first-level support for hardware, software, and networking issues via video, chat, email, or in person
- Triage and resolve incidents using existing knowledge and escalate when necessary
- Document all actions clearly on Fresh Service tickets, maintaining high-quality ticket notes and updates
- Strive for First Time Resolution (FTR) and meet internal SLAs and OLAs
- Customer Satisfaction (CSAT): Ensure users are satisfied with responsiveness and professionalism
- Internal Quality Rating (IQR): Maintain high standards in ticket documentation and communication
- Compliance: Adhere to regulatory controls and information security guidelines, especially those related to Sophos policies
- Own an Individual Learning Plan, actively seeking to fill knowledge gaps and grow within the IT support function
- Demonstrate self-awareness by understanding IT goals and escalating issues appropriately
- Collaborate with peers and contribute to a supportive team environment
Our take
Due to the fast-evolving nature of cybercrime, companies can struggle to keep their security up-to-date and resilient. Sophos provides managed cybersecurity services to identify and resolve cyberthreats within all sizes of organisations, combining cutting edge cybersecurity tech with expert support teams.
Leveraging AI and machine learning, Sophos' system automates the detection and blocking of over 99% of threats, meaning its analysts only have to hunt down and stop the most sophisticated attackers. As well as its Managed Detection and Response (MDR) product - which, serving over 15,000 customers, is the most-used on the market - the company also delivers Incident Response Services for those experiencing an active threat.
Sophos is not a new player in the cybersecurity space, but has demonstrated its dedication to innovation with continued product launches, updates, and acquisitions such as that of BAE spinout SOC.OS that have kept its tech at the front of the market. Alongside many of its peers, the effects of the economic climate have caused Sophos to cut staff as it focusses on achieving “the optimal balance of growth and profitability", but this recent hiccup does not take away from its position as a market leader continuously leading adaption in the space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Jul 2020
$2.7m
SEED
Total funding: $2.7m
Company benefits
- Remote-first working model & hybrid options
- We encourage teams to get together in person periodically to help facilitate teamwork
- Flexible start and end times for many roles
- Leadership development program
- Access to LinkedIn Learning
- Global internal coaching program (Coach Match)
- Periodic Sophos wellness days off for all Sophos to help employees relax and recharge
- Global wellbeing program, which offers a range of wellbeing resources, including Sophos Wellbeing Webinars, Stress Management Toolkits, and Developing Resilience Courses
- Free Employee Assistance Program (EAP) for confidential advice and counseling on a wide range of work and personal issues
- Free annual subscription to the Calm app
- Paid parental leave, caregiver leave & bereavement/compassion leave available
- We host some unforgettable social experiences for our global teams including our music festival SOPH-Fest, go-karting, Sophmudder, and incredible holiday parties!
- Our annual global fitness challenge, SOPH-Fit, sees thousands of employees taking part in our virtual global race around the world
- Each quarter, we celebrate our exceptional global team by running the Sophos Values Awards, which recognizes and rewards employees who embody the Sophos values and who we are as a company
- Health care benefits available worldwide
Company HQ
Abingdon, UK
Leadership
Joe Sophos
(CEO)Previously Sophos's CTo. Joe is also a member of Forgepoint Capital's Cybersecurity Advisory Council, a Venture Partner at Allegis Capital and a Board Member at Venafi.
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