✓ Cybersecurity Support Engineer L2 (Network Security)_Philippines
Job details
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 throughitscloud-based Sophos Central management console and are powered bySophos 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 Role Summary As the Technical/ Cybersecurity Support Engineer L2, you will be providing technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems What You Will Do
- Provides mentoring to L1 engineers on all cases assigned and reduces turnaround time on resolving a case.
- Provide technical support to VIP Partners and Distributors customers by answering telephone calls and emails in line with departmental measures with a focus on high quality. Research incidents by replicating customers’ issues within a test environment.
- Readily accept cases escalated from L1 engineers and schedule troubleshooting sessions with customers or correspond via e-mail.
- Replicate customer issues in the test environment to provide root cause analysis on customer issues.
- Actively help mentor L1 engineers on cases in real time via joint remote sessions and conference calls
- Provide technical support to Sophos customers/partners by answering telephone and other reported incidents calls that overflow from the L1 team in line with departmental measures with a focus on high quality as designated by the Team lead.
- Learning and utilizing specific software tools and problem-solving strategies outside of the internal knowledge base to solve customer issues and continuously improve our processes.
- Ability to work a weekend on-call shift on a rotational basis.
- Manage escalation queue by assigning cases to other L2 engineers.
- Subject matter expert in more than one Sophos product or equivalent third-party solution
- Regularly produce training documentation and conduct 1:1 or classroom mentoring sessions
- Ensure incidents are managed and escalated according to company standards.
- Document and record all activity and communication with customers over the telephone and email according to departmental standards of quality.
- Recording all activity in the department’s call logging system which needs to be updated after each call so progress can be tracked with each customer’s incident, and reports generated for high-profile customers.
- Adhere to Sophos Support Services best practices.
- Actively participate in weekly team meetings by providing feedback on current day-to-day activity
- Interact with Sales, Engineering, and Product Management and participate in bug scrubs and project meetings to coordinate resolutions to customer-specific product issues and overall technical support trends.
- Adhere to Sophos Support Services best practices.
- Carry out mentoring of new starters and provide training in areas of expertise, product knowledge, and integration
- Bachelor’s Degree in Computer Science and a minimum of 3 years related experience
- Identifies and completes complex assignments.
- Continues to build professional expertise.
- Applies Sophos policies and procedures to resolve a variety of issues.
- Integrates basic principles of function with processes and procedures.
- Solves complex problems in own area and articulates and refines identified problems.
- Develops solutions based on the analysis of variety of factors within standards and procedures.
- Receives little guidance on work, guided by objectives of project or ongoing assignments.
- Plans own work priorities on a regular basis and may coach or guide junior colleagues on specific area of knowledge
- Shares skills and knowledge with others while building productive internal/external working relationships
- Presents facts, data, information, and the weight of evidence to influence others
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