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 www.sophos.com.
Technical Support Engineer (Endpoint)
- Role : Technical Support Engineer
- Role Category : Admin/Maintenance/CyberSecurity/Datawarehousing/ Technical Support Engineer
- Industry Type : IT-Hardware & Networking, Software, IT-Security, Cloud Security
- Functional Area : IT Software - Network Administration, Cyber security
- Keywords : Product Training, Product Management, Defect Tracking, Technical Support, Troubleshooting
Desired Candidate Profile
- Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email
- Strong technical knowledge and understanding of IT Security concepts and technologies
- Ability to handle escalated calls while using good judgment to make sound recommendations
- Networking components in AWS, Azure etc.
- Hands on experience on Windows/Linux/Mac OS environment
- Understanding of client – server architecture.
- Understanding of the OSI model and related concepts.
- Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
- Understanding of Virtualization concepts and virtual system administration
- Understanding of API
- Windows system Administration/Virtualization
- Understanding of Active Directory, IIS, DMZ, Relay server and proxy server.
- Understanding of Next – Gen Antivirus.
- Understanding of Antivirus Detection techniques
- Experience of Installation, configuration and troubleshooting of different OS
- Experience of Installation, configuration and troubleshooting of Antivirus
- Understanding of Cryptographic techniques.
- Understanding of Mobile OS – Android, iOS, Windows
- Understanding of common attacks and vulnerabilities
- Experience in handling Ransomware and remediation.
- Understanding and experience on Sysinternal Suite.
- Understanding of DLP concept.
Technical Support Engineer (Endpoint) NSG
- 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
- Handle customer complaints and escalations (via phone, email, remote desktop) by talking to customers directly.
Skills & Experience
- Strong technical knowledge and understanding of IT Security concepts, including networking, firewall and VPN 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 4 plus years (Level 1) or 7 plus years (Level 2) including but not limited to: Linux, Unix, Postfix, DNS, BIND, Networking, Network security, Proxies, Email security, http protocol, shell scripting, bash, web proxy, web security, spam filtering, Active Directory
- Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
- Thorough knowledge and understanding of the following concepts: Security, Cloud, Firewalls, VPN, Malware, Spyware, Cyber Security.
- Experience of installation and configuration of Mac OS, UNIX or Netware.
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