As the L2 support, 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 reduce 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 customer’s issues within a test environment.
Readily accept cases escalated from L1 engineer and schedule troubleshooting sessions with customers or correspond via e-mail.
Replicate customer issues in 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 Team lead.
Learning and utilizing specific software tools and problem-solving strategies outside of internal knowledge base to solve for customer issues and continuously improve our processes.
Ability to work a weekend on-call shift on 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 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
What You Will Bring
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
What’s Great About Sophos?
Our people are what makes Sophos special we demonstrate shared vision, talent, innovation, and creativity, all of which are accompanied by a great sense of fun and team spirit.
Employee-led diversity and inclusion groups that build community within Sophos and provide internal education and advocacy (eg.
Sophos Women in Tech group to improve gender parity, encourage gender-balanced leadership, and support career progression at Sophos)
Sophos Environment Network and employee challenges to contribute to sustainability and reduce our environmental footprint
Annual commitment to charity and fundraising across our global sites and volunteer days for employees to give back to local communities
Global trivia competitions to keep our minds sharp
Global Mental Health days off work for all Sophos to help employees relax and recharge
Monthly employee wellbeing webinars and training to support employee health and wellbeing
Employee rewards and thanks, such as our free annual subscription to Calm
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 that can contribute to the diversity of our team.
All applicants will be treated in a fair and equalmanner 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.