IT Support Engineer

Role Summary

As an IT Support Engineer, you will take on the responsibility of developing and training interns and new IC1 and IC2 IT engineers within the IT service organization.

You will serve as a point of escalation for all IC1 and IC2 support engineers. Additionally, you will be entrusted with overseeing entire projects and functions, contributing moderately to the organization, and leading projects that significantly impact the results and operations of the department.

What You Will Do

• Interact with customers through video calls, chat, email or in-person to triage and resolve tickets using existing knowledge.
• Provide high-quality and personalized IT support to senior executives.
• Support onboarding of new employees
• Support and facilitate leading Major Incident and problem management processes, ensuring processes are followed, and RCAs are progressed as required.
• Reporting of statistics relating to OLAs and SLAs
• Define, create, and review Standards, and Procedures relating to IT services.
• An active player within larger IT SME-driven projects.
• Excellent communication skills in English both written and verbal. (Able to draft communication to a broad audience of users, including companywide communications).
• Support the creation of engineering and customer training materials.
• Excellent customer service and problem-solving skills to delve deep into issues, collaborating with internal and external parties as necessary, ensuring a repeating issue is resolved and fully documented.
• Keep up with the latest technologies, IT Concepts, innovations, and industrial standards and how it be applied to IT Services.
• Demonstrates strong presentation, organization, and leadership skills.
• Ability to identify, own, and drive solutions to technical challenges.

What You Will Bring

• Certified, in-depth knowledge of either Mac or PC OS environments
• Certified, in-depth knowledge of one or more Microsoft Products (Win10&11, O365, Teams)
• An excellent knowledge of laptops, Desktops, Printers, Mobile Phones, and peripherals with a view to providing recommendations to our standard offering.
• Proficient in diagnosing and resolving Audio-Visual equipment (AV) and application issues.
• Generalist knowledge of the entire OS stack.
• The ability to decode a network packet trace and understand principles of IP processing.
• Define, create, and review hardware standards to meet the needs of our customer base.
• Comfortable working with development teams and external support providers troubleshooting complex issues.
• Comfortable troubleshooting connectivity and performance issues of cloud computing environments
• Excellent communication skills in English both written and verbal. (Able to draft communication to a broad audience of users, including companywide communications).
• Support and creation of engineering and customer training materials.
• Excellent customer service and problem-solving skills to delve deep into issue, collaborating with internal and external parties as necessary, ensuring a repeating issue is resolved and fully documented.
• A desire to keep up with latest technology and industrial standards and how it be applied to IT Service.
• Demonstrates strong presentation, organization and leadership skills.
• Ability to identify, own, and drive solutions to technical challenges.

In the United States, the base salary for this role ranges from $71,000 to $118,000. In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package.

A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs.

LI-Remote#LI-SS1#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
29 days ago