Sophos

Technical Support Engineer- NSG (Bilingual English and Spanish)

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Job Description

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
  • Provide Sophos customers with Technical Support within the defined parameters of Sophos Support Services including customers with defined SLAs, with a focus on quality and customer satisfaction, covering our Network products
  • Provide advanced troubleshooting via remote sessions to modify customer’s environment towards a resolution that includes, but is not limited to: Installation issues, best practice configuration, network troubleshooting, Windows, Linux, Mac and Unix OS configuration.
  • Handle technical escalations within team response/resolution targets
  • Ability to work weekend and on-call shifts on a rotational basis
  • Provide Team Leader or Manager feedback about Technical Support procedures and policies, to improve overall customer satisfaction as well as engineer efficiency

    • What You Will Bring
  • A bachelor’s degree or technical diploma in Computer Science, Electronic Engineering, Computer Engineering, or related field
  • 3+ years’ experience in the IT field, including experience as a Systems/Network Administrator, or a technical support role supporting Systems/Network administrators
  • Experience with security products, such as Firewalls, IPSec, IDS/IPS, Anti -Spam, Anti-Virus, Web Security proxies, Email Security filters, VPNs
  • Experience with Linux operating systems through the command line level
  • Experience with Active Directory (or any LDAP variant) group policy configuration and deployment
  • Experience with cloud virtualization such as Amazon AWS or Microsoft Azure
  • The ability to work with complex problems where analysis of situations or data requires a review
  • Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, and email

    • Apply Now
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