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Cyberoam Hiring For Title Technical Support Engineer – Remote Canada at Remote Full Time
Canada East Remote
Technical Support
Job Requisition Number: EVERGREEN
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 has major hubs around the globe. More information is available at www.sophos.com
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 include, but are 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 with regards to Technical Support procedures and policies, with the goal of improving 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 review
- Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, and email
What’s Great About Sophos?
- Our people are what makes Sophos special – we demonstrate shared vision, talent, innovation, and creativity, all of which are accompanied by a great sense of fun and team spirit.
- Employee-led diversity and inclusion groups that build community within Sophos and provide internal education and advocacy (eg. Sophos Women in Tech group to improve gender parity, encourage gender-balanced leadership, and support career progression at Sophos)
- Sophos Environment Network and employee challenges to contribute to sustainability and reduce our environmental footprint
- Annual commitment to charity and fundraising across our global sites and volunteer days for employees to give back to local communities
- Global trivia competitions to keep our minds sharp
- Global Mental Health days off work for all Sophos to help employees relax and recharge
- Monthly employee wellbeing webinars and training to support employee health and wellbeing
- Employee rewards and thanks, such as our free annual subscription to Masterclass and Calm
Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
Data Protection
If you choose to explore an opportunity, ansd subsequently share your CV or other personal details with Sophos, these detaild 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 opportunites 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 [email protected].
