About Us
Sophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through its cloud-based 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, turnkey 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
The ESG technical auditor is responsible for conducting Technical Audits (calls + cases) for the engineers working at Sophos Technical Support Centers across the Globe. Once the audit is conducted, you are responsible for providing feedback to the support delivery operations team on time, making sure that necessary actions are taken to bring improvement to the process.
As a technical auditor, you are responsible for maintaining reports for the audits conducted and storing it in a consolidated form. You may require the presenting of the reports to the management team at regular intervals.
You would need to conduct training sessions about the quality assessment parameters, and other customer service-related training as and when required.
What You Will Do
- Responsible for ESG product line audits (Sophos Central/SEC managed Endpoint, Sophos Safeguard, Sophos Mobile and other ESG products)
- Do technical audits of cases (CRM ticket) and calls as per the incident tracking parameters
- Analyze Calls and Cases to check for customer communication, technical resolution, process adherence and compliance
- Identify the coaching and training needs of the support agents based on the audits
- Organize and manage regular meetings with support leads and managers to discuss low indicators and feedback to enhance agent performance
- Organize and manage regular calibration sessions with support leads and managers to ensure consistent scoring
- Day-to-day maintenance of engineers list and their teams/groups in audit software
- Schedule report maintenance in audit software
- Prepare and send monthly/weekly reports
Eligibility Criteria:
- Minimum 1.5 to 2 years of Sophos ESG product experience.
- Candidates in performance improvement plan (PIP), discipline and adherence issues, etc are not eligible.
What You Will Bring
- Bachelor’s degree in computer science and a minimum of 3 years of endpoint security product line experience or 2 years of working experience on the Sophos ESG product line
- Strong technical knowledge and understanding of IT Security concepts including antivirus, Windows, Linux, MAC, mobile platforms, and encryption technologies
- Good knowledge and understanding of the following concepts: Security, Cloud, Data Protection, Encryption, Malware, Spyware, Cyber Security, Antivirus, Virtualization, Networking
- Excellent verbal and written communication skills
- Presentation, Feedback & Coaching skills
- Adaptive and keen to learn new technologies
- An eye for detail
- Strong Analytical and conflict-resolution skills
- Strong coordination and problem-solving skills
- Proactive, flexible attitude to work with a willingness to constantly review and improve skills and processes
- Proficiency in MS Excel would be an added advantage
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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].
