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Technical Support Engineer - Level 1

Posted 4 January by Sophos Ltd Easy Apply Featured Ended

At Sophos our mission is 'to be the best in the world at delivering complete IT security to small and midmarket enterprises and the channel that serves them’. We are a company that believes solutions to complex security problems should be simple; and as a result, deliver benefits to our customers and partners that no other company can. That is why Sophos is recognised globally as leaders in what it does and trusted by millions of people every minute of everyday to keep them protected.


Sophos is known for our innovative technologies, products and services, and for the people behind them.
Working in Technical Support the Technical Support Engineer will provide first class technical support to Sophos customers by troubleshooting, analysing, replicating and diagnosing issues in line with departmental service levels and best practice, with a focus on quality working and customer satisfaction.

Main Duties

  • Provide technical and customer support to Sophos customers by answering customer queries in line with departmental measures and targets, with a focus on quality and customer satisfaction
  • Document and record all activity and communication with customers over telephone and email according to departmental best practice
  • Record all activity in the department’s call logging system, updating cases according to departmental best practice in order that progress can be tracked with each customer’s incident, viewed via the customer portal and reports generated for high profile customers
  • Analyse and clarify customer queries though troubleshooting and researching, using existing knowledgebase articles/known issues and personal investigation
  • Identify opportunities that can improve efficiency of business processes
  • Ensure cases are owned by the Engineer/Specialist best suited to solve the issue, by timely escalation according to departmental best practice
  • Provide Sophos customers with technical support within the defined parameters of Sophos support services including customers with defined SLAs
  • Adhere to Sophos support services best practices
  • Actively participate in team and departmental meetings by providing feedback on current day to day activity
  • Use and create knowledgebase (knowledge centric support) articles in line with knowledge centric support best practice
  • Attend regular product/technology training to remain up to date with developments of the Sophos solution
  • Assist colleagues via mentoring and coaching when faced with challenging incidents
  • Review cases for technical complexity and make recommendations to team members with regards to case resolution
  • Participate in departmental projects
  • Participate in the new starter program by training and coaching new recruits

This role provides technical and customer support to Sophos customers via shift patterns during the week and via either office based or on call (mobile phone) support at weekends and bank holidays, as per the department’s on-call rotation

Experience and Skills


  • Experience in a customer facing role working to defined levels of service delivery
  • Experience of using IT systems to include OS installation and configuration
  • Experience in a team environment
  • Experience of installation, configuration and troubleshooting of Windows servers
  • Experience of configuration and troubleshooting general networking issues
  • Strong troubleshooting skills with the ability to identify opportunities to improve efficiency
  • Telephone skills - ability to handle a high volume of telephone calls
  • Customer service - ability to communicate effectively both verbally and written and provide a first class customer service experience
  • IT Literacy - MS Office, email
  • Research and analysis experience
  • Ability to prioritise within a high workload
  • Operates with energy, direction, speed and quality


  • Experience of supporting external customers over the phone
  • Experience of writing knowledgebase articles for internal publication
  • Mentoring colleagues when faced with challenging issues
  • Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
  • Experience in configuration of Firewalls
  • Experience of installation, configuration and troubleshooting of Unix servers
  • Experience using Remote Access to support customers
  • Networking skills - Setting up, troubleshooting and configuring
  • Computer Skills - Setting up, upgrading, trouble shooting, installation and configuration


The remuneration package includes:

  • Annual holiday entitlement of 25 days
  • Group personal pension scheme
  • Private medical insurance
  • Critical illness insurance
  • Death in service policy (life assurance)
  • Permanent health insurance

Working conditions at Sophos are very good and include:

  • Subsidised staff restaurant
  • Free beverages, fruit and pastries

If you are a recruiter or placement agency, please do not submit resumes to any person or email address at Sophos prior to having a signed agreement from Human Resources. Sophos is not liable for and will not pay placement fees for candidates submitted by any agency. Furthermore, any resumes sent to us without an agreement in place will be considered your company's gift to Sophos and may be forwarded to our recruiters for their attention. Thank you.

Required skills

  • Customer Service
  • OS
  • Troubleshooting

Reference: 34046396

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