Technical Support Engineer L1 x 3 (Network Security)
Job details
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 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 a Technical Support Engineer L1 (Network Security), you will have the opportunity to support our customers and learn cutting edge technologies in the dynamic software security space.
- Having a strong customer service focus with the commitment to excellence and desire to delight customers and being a customer ambassador who is passionate about creating a positive customer experience
- Solving technical problems and delivering an experience so profound that customers love using our products and services and actively recommend them to others
- Learning and utilizing specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes
- Handle customer complaints and escalations (via phone, email, remote desktop) by talking to customers directly
- Essential:
- Strong technical knowledge and understanding of IT Security concepts, including antivirus, networking and encryption technologies
- Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email
- Ability to handle escalated calls while using good judgment to make sound recommendations
- Advanced computer skills and at least 1 year experience including but not limited to: Linux, Unix, DNS, Networking, Network security, Apache, Proxies, Email security, protocol, bash, web proxy, web security, spam filtering, Active Directory
- Understanding of network protocols like SMTP, FTP, SMB, DNS and DHCP
- Basic to intermediate knowledge and understanding on the following concepts: Security, Firewalls, and Cloud.
- Any networking type certifications – e.g. CCNA, Networking + etc. ( is a plus )
- Basic knowledge on remediation of malware/viruses/Trojans. ( is a plus )
- Basic knowledge on Virtualization (MS System Center Virtual Machine Manger and/or VMWARE
- Bachelor's degree in Computer Science or equivalent work experience
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