Technical Support EngineerSophos

Sophos Overview - Cybersecurity Evolved
Sophos evolves to meet every new challenge, protecting more than 400,000 organizations of all sizes in more than 150 countries from today's most advanced cyberthreats. Powered by SophosLabs, our cloud-native and AI-enhanced solutions are able to adapt and evolve to secure endpoints and networks against never-before-seen cybercriminal tactics and techniques. Managed through our award-winning, cloud-based platform, Sophos Central, our best-of-breed products work together through our unique Synchronized Security system to share threat intelligence and respond to evolving threats. The Sophos suite of products secures networks and endpoints against automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more.
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
Skills & Experience
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
o 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
o Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
o Basic to intermediate knowledge and understanding on the following concepts: Security, Firewalls, and Cloud.
Desirable Skills
Any networking type certifications - e.g. CCNA, Networking + etc. (is a plus)
Basic knowledge on remediation of malware/viruses/Trojans. (is a plus)
Basic knowledge on Virtualization (MS System Center Virtual Machine Manger and/or VMWARE
Bachelor's degree in Computer Science or equivalent work experience
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