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)
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.