Global Technical Support Specialist

5 - 10 Years

Job Description

To provide the highest levels of product expertise within Sophos technical support and to act as a common escalation point for worldwide support and GES specialists. Liaise with the engineering and product management teams influencing current/future products and ensuring the flow of proactive information between Global Support and Engineering

Main Duties

  • Troubleshoot, replicate, analyze and diagnosis customer issues that have been escalated by the worldwide support teams.
  • Communicate directly with GES Escalation Engineers to help ensure timely and effective resolution of software issues and questions raised by the worldwide support teams.
  • Respond to internal support newsgroup postings, ensuring they are answered within departmental guidelines.
  • Document and record all activities and communication with support staff or customers according to departmental standards of quality.
  • Recording of all activities in the departments case logging system which needs to be updated so progress can be tracked for each incident.
  • Produce technical articles based on support incidents / hot issues, to assist with the dissemination of technical knowledge.
  • Contribute to Support Readiness processes by pro-active creation of knowledge articles prior to a new release.
  • Liaison with other departments within Sophos to provide technical support input into development and testing of products.
  • Offer support, guidance and training to new starters within the worldwide technical support, ensuring that all departmental standards are introduced and reinforced throughout.
  • Contribute to product training creation provide technical details, test examples and documentation.
  • Drive support requirements for future product enhancements, capturing and filtering requirements as required.
  • Escalate software issues to members of the Sophos NSG Engineering and Product Management teams with standard defect tracking tools.
  • Create proactive documentation including KBA, whitepapers and other articles.
  • Assure fulfillment of service levels as defined in customers Service Level Agreements. Adhere to and supervise service levels specified; escalate in a timely manner to avoid SLA infringements. Develop
  • measures to optimize customer support, both re-actively as consequence of infringements and proactively to avoid them.
  • Ensure quality of documentation of all activities and status updates, allowing immediate takeover of problem ownership by others members of the GES team
  • Participate in Beta program support if required.
  • Carry out additional tasks as assigned.

Special Conditions:

To provide Technical Support to Sophos customers via either office based or on call (mobile phone) support at weekends and public holidays as per the departments on-call rota.

Skills & Experience

  • Experience in a customer facing role
  • Experience of supporting customers over the phone within an IT environment
  • In depth experience of installation, configuration and troubleshooting of Windows and Linux servers
  • In depth experience of configuration and troubleshooting general networking issues
  • Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
  • Understanding of TCP/IP and ARP to run packet traces and troubleshoot network issues
  • Experience in configuration of Firewalls
  • General understanding of VPN protocols such as IPSec, PPTP, SSL
  • Experience in a team environment
  • Experience of maintaining agents and queues associated to SLAs within a call routing system
  • Experience of working to defined levels of service delivery

Salary: Not Disclosed by Recruiter

Industry:IT-Software / Software Services

Functional Area:IT Software - Network Administration, Security

Role Category:Admin/Maintenance/Security/Datawarehousing

Role:Technical Support Engineer

Employment Type:Permanent Job, Full Time


Desired Candidate Profile

Please refer to the Job description above

Company Profile

Sophos technologies Pvt Ltd

Sophos is a global leader in delivering complete IT security, enabling businesses to secure and control their IT infrastructure against threats such as computer viruses, spam, spyware, hackers and policy abuse. We offer award winning encryption, endpoint security, web, email, mobile and network security backed by SophosLabs - a global network of threat intelligence centers. Today, we secure more than 100 million users in 150 countries and 100,000 businesses, including Pixar, Under Armour, Northrop Grumman, Xerox, Ford, Avis, and Toshiba. As IT networks grow in complexity, Sophos is focused on keeping IT security simple and reliable. Founded in 1985 and headquartered in Oxford, UK, the company billed revenues of $450+ million in FY15. The company's stock is publicly traded on the London Stock Exchange under the symbol "SOPH." For more information please visit
View Contact Details+

Recruiter Name:Afzal Girach

Contact Company:Sophos technologies Pvt Ltd


Address :Sai Gulasan Complex,, Next to White House,

Reference Id:GES_Blore