About Us
Sophos is a global leader and innovator of advanced security solutions that defeat cyberattacks, including Managed Detection and Response (MDR) and incident response services and 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 more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through the Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. 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. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at
www.sophos.com.
Role Summary
Working as part of the Global IT Team, this role will be responsible for effectively following and managing the Incident Management Process, Request fulfilment Processes & Standard Operating Procedure to provide faster & better IT support to all Sophos Internal Department. You will be also responsible for providing the World Class IT Service with excellent Customer Satisfaction remotely. Additionally, this role will require to work with regional IT Teams & SME Member to collaborate of various project & customer request.
What you will do
- Incident and Service Request Management
- Work with Sophos Employees & Various Sophos Departments to full their IT Needs which includes key responsibilities as below
- Incident and Service Request Management which includes, but is not limited to, detection, recording, analysis, diagnosis, and either resolution or escalation of tickets.
- Managing the Incident or Service Request as per the Sophos Policies
- Working on Proactive tickets to make ensure the security posture of Sophos
- Be an effective interface between Customers, Internal Support Teams, and 3rd Service Providers.
- Minimise business impact through demonstration of technical capabilities to handle complex situations by identifying underlying causes and devising solutions or workarounds.
- Manage your day-to-day tasks effectively ensuring that work is completed according to priority and completed within the agreed Service Level Agreements (SLAs).
- Help Sophos Employees via various IT Channels like Virtual Techbar, Email, Chatbot & Self-service
- Communication/Documentation
- Ensure that the appropriate escalation processes are followed in a timely manner, ensuring that high Severity/Priority incidents are managed according to those standards.
- Ensure that Customers are kept fully informed and up to date with the status of their incidents/requests. Provide effective and timely Communications to the Business during widespread business impact.
- Ensure that all records and documents are completed in an accurate, concise, and articulate way including but not limited to Incident and Service Request tickets.
- Interprets technical or procedure manuals on behalf of non-technical Customers and provides routine training in normal usage of services and systems.
- Works to ensure that Sophos’s high-security standards are proactively maintained by ensuring that Customer requests are properly and appropriately validated. Additionally, all agreed Security standards and Processes are adhered to.
- Continual Service Improvement
- Assist in project related activities as required under IT Service Operation Function.
- Assist customers in making more effective use of IT systems, products and services enabling them to increase their business value.
- Actively participate in all regular Global Service Support meetings.
- Actively create Knowledge Base Articles so that it can be used by customer to self-serve
- Provide Ideas & Innovation to improve the IT Services Process/Polices
- Provides reports to immediate superior on daily tasks and activities
- Performs other functions and requests assigned by immediate superior
What you will bring
- 2-3 Years of Experience in providing the IT Support to Customer across the globe.
- Ticket triaging and queue management
- Active Directory - creating and managing users accounts, creating, and managing distribution/security groups
- Basic Knowledge on Azure Active Directory
- Windows – 10 & 11 Remote Support
- Network knowledge – understanding the basic network principals.
Ready to Join Us?
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's Great About Sophos?
· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
· 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 who can contribute to the diversity of our team. 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. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
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. If you have any questions about Sophos’ data protection practices, please contact
[email protected].
