Sophos

Ireland

Posted on: 13 March 2024

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Technical Support Engineer - Network Support

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

Here at Sophos, we are currently recruiting for a German language speaking Technical Support Engineer. Working as part of our Network Support Group, you must be capable of delivering technical support to both our partners and global customer base on our Next Gen Firewalls and other associated network products. You will work as part of a pod of engineers and aim to deliver a great support experience to our customers and partners. You will use primarily Phone and Email to support our customer set ensuring to adhere to our support best practices and the Service Level Objectives in our support agreements. As well as working within the pod you will liaise with other parts of Technical Support and cross functional teams on a day to day basis.

What You Will Do:

Collaboration: An ability to work collaboratively with customers, partners and colleagues to drive the best solution for the customer.
Technical Curiosity: A demonstrable knowledge of Computer Networking and a desire to keep building on that knowledge and share it with others.
Customer Obsession: Place our customers front and centre in every decision and action carried out in the role.
Initiative: Voluntarily take the steps needed to identify and address existing and potential obstacles, issues, and opportunities.
Work as part of a pod of engineers who are responsible for resolving customers’ product issues via phone, email and chat.
Build a strong and demonstrable knowledge of our products.
Solve problems and deliver a top-quality support experience to our customers which will in turn drive customer loyalty and advocacy.
Collaborate with the next tier of Support and other departments within Sophos.
Perform technical training and presentations of software and processes to other Sophos staff.
Mentor and share information with colleagues to increase the knowledge in the team.
Create online help content to document helpful solutions for our customers & colleagues.
Actively contribute to the development of new or changed processes and procedures.

What You Will Bring:

Native German Language skills - written and verbal.
Business level English language skills - written and verbal.
Experience of supporting customers via phone & email within an IT environment
Know how to frame and understand a customer issue and troubleshoot it through to resolution
Demonstrable knowledge of fundamentals of networking and systems principles including DNS, DHCP, VLANs, Subnetting, Routing Protocols, Email, SSO, Client Security and Antivirus
Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
Troubleshooting using Wireshark or similar for packet captures
Professional certifications from Cisco, Microsoft, Sophos, ICS2, GIAC, Network+ etc. not essential but desirable
Demonstrated self-starter who can adapt quickly between roles, duties and tasks
Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues
Knowledge of Virtualization, Linux and Windows systems advantageous

#B1

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 dataprotection@sophos.com.