Technical Support Engineer- ESG

3 semanas atrás

João Pessoa, Brasil Sophos Tempo inteiro

Role Summary

As a Technical Support Engineer, you will have the opportunity to support our customers and learn cutting-edge technologies in the dynamic software security space.

What You Will Do
  • 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
What You Will Bring
  • 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-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
What’s Great About Sophos

Sophos operates a remote-first working model. Some roles may necessitate a hybrid approach. Applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.

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. For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos

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. 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. If there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

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