Technical Support Engineer - endpoint security groupSophos

Sophos Overview - Cybersecurity Evolved
Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today's most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central - the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at .
Job Purpose
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.
Main Duties
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.
Ability to lead MTR Rapid Deployment service to customers and/or subscribers.
Skills & Experience
Essential:
At least 1 to 2 years of experiences in Server Administration (including Domain Controllers, Active Directory)
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
Exposure to
o SQL, Networking, Microsoft Exchange, VMWare, Linux/Unix, Mac, IIS and SQL
o Security, Cloud, Data protection, Encryption, Malware, Spyware, Cyber Security, Firewalls, Antivirus and Disaster Recovery (is a plus)
o Installation, configuration and troubleshooting of Windows Desktop and Server operating systems
o Product implementation: pre-planning, understanding Scope of Work (SOW) and Change Control principles
o Remote Deployment services particularly on applications and product plugins.
Desirable:
Experience with installation and configuration of Mac OS and UNIX.
Experience with deployment of software to windows computers using common automated software.
Experience with basic command line/batch file scripting commands
Experience with Virtualization (MS System Center Virtual Machine Manger and/or VMWARE
Bachelor's degree in Computer Science or equivalent work experience
CompTIA Security+, Network+, MCP or MCSE certifications (a plus)
Thank you for your interest in Sophos. Please be informed that all shortlisted candidates would be required to undergo a reference and background screening conducted by our appointed vendor.
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.
If you choose to explore this opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. If you have any questions about Sophos' data protection practices, please contact [Protected Info].
Sophos

Makati City, Metro Manila
Permanent
Full-time