Technical Support Engineer L2 - 2
Makati City, PH
1d ago

Main Duties

  • Act as a Sophos Ambassador to build and develop the Sophos Community and provide an excellent online customer support experience
  • Deflect support cases by proactively resolving customer queries that arrive on online platforms such as the Sophos Community, Reddit, and Twitter
  • Troubleshooting customer issues through scheduled remote sessions
  • Amplify urgent Sophos Support product advisories and latest version releases through social media
  • Act as a technical contact for the Sophos Support Video Team to help produce informative and engaging how-to & troubleshooting guides and videos.
  • Actively review, moderate, and verify community content to ensure technical accuracy and quality
  • Collect, assess, and relay valuable user feedback and suggestions to Sophos stakeholders to drive product & documentation improvement
  • Monitor and expedite the escalation of user issues that are reported online
  • Effectively cross-collaborate with various internal Sophos teams to resolve complex issues Skills & Experience
  • Effective verbal and written communicator
  • Exceptional interpersonal skills
  • Organized self-starter that is accountable and responsible for their work
  • Strong technical knowledge and understanding of IT security concepts, including antivirus, networking and encryption technologies
  • Excellent verbal and written communication skills that inspire confidence when helping customers troubleshoot their issues.
  • Advanced computer skills including but not limited to : Active Directory, SQL, Networking, Microsoft Exchange, VMWare, Linux / Unix, Mac, Microsoft Windows, Windows Server Administration, including Domain Controllers, Active Directory, IIS and SQL
  • Thorough knowledge and understanding of the following concepts : Security, Cloud, Data protection, Encryption, Malware, Spyware, Cyber Security, Firewalls, Antivirus and Disaster Recovery
  • Experience with installation, configuration and troubleshooting of Windows Desktop and Server operating systems
  • Experience with the remediation of malware / viruses / Trojans
  • Experience of installation and configuration of Mac OS, UNIX or Netware.
  • Experience with Virtualization (MS System Center Virtual Machine Manger and / or VMWARE)
  • Knowledge and understanding of the online Sophos Community platform and experience with the various social media platforms (Reddit & Twitter)
  • Equal Opportunities

    Sophos is committed to equality opportunity in all areas of its work. All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.

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