Technical Support Engineer (NSG)
Sophos
Makati City, Philippines
2d ago

Role Summary

As a Technical Support Engineer, you will have the opportunity to support our customers and learn cutting edge technologies in the dynamic software security space.

What You Will Do

  • 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 1year experience including but not limited to : Linux, Unix, DNS, Networking, Network security, Apache, Proxies, Email security, http protocol, bash, web proxy, web security, spam filtering, Active Directory
  • Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
  • Basic to intermediate knowledge and understanding on the following concepts : Security, Firewalls, and Cloud.
  • Desirable :

  • Any networking type certifications e.g. CCNA, Networking + etc.
  • Basic knowledge on remediation of malware / viruses / Trojans.
  • Basic knowledge on Virtualization (MS System Center Virtual Machine Manger and / or VMWARE
  • Bachelor’s degree in Computer Science or equivalent work experience
  • 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.

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