IT Support Engineer II

at  Sophos

ABOUT US

Sophos is a global leader and innovator of advanced security solutions that defeat cyberattacks, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, Sophos defends more than 600,000 organizations and more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through the Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

READY TO JOIN US?

At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don’t check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don’t let a checklist hold you back – we encourage you to apply.

ROLE SUMMARY

The IT Support Engineer II will be the point of escalation for all junior support engineers. An active technical resource on IT-related projects, creating knowledge, instructional articles, contributing to IT service processes, standards, and policies, and providing Executive-level support.
Please be aware that there will be occasional travel in the EMEA region such as UK and Germany with relative short notice. This being the case, although the role is a remote position we require candidates to ideally be close to or within circa 30km distance to Budapest.
You will require current eligibility to work across the EU region.

WHAT YOU WILL DO

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• Interact with customers through video calls, chat, email or in person to triage and resolve tickets using existing knowledge.

• Follow established Standard Operating Procedures (SOPs) for IT processes.
• Support onboarding of new employees
• Actively manage day-to-day tickets and workloads, including clear ticket notes
• Know how an ITSM platform is used within the IT service organization and provide suggestions for improvements
• Provide escalated technical support.
• Work with Asset Manager, maintain suitable regional stock levels of IT equipment by raising quotes and orders with chosen vendors to fulfil the stock needs.
• Identify key barriers/core problems and apply problem-solving skills to resolve complex situations.
• Providing training and guidance to our customers on how to use various IT tools and applications effectively.