Global Technical Support Specialist (endpoint)

5 - 10 Years

Job Description

Provide the highest levels of product expertise within the Sophos Support organization and act as a common escalation point for worldwide support and GES specialists as well as partners and customers. Liaise with the Engineering and Product Management teams influencing current/future products and ensuring the proactive flow of information between Global Support and Engineering. We are looking for individuals who are passionate about digging into the deepest levels of our products, sharing the knowhow with others and helping our partners and customers solving their issues showing them how much we care about them.

Duties & Responsibilities

  • Troubleshoot, replicate, analyse, diagnose and solve customer issues that have been escalated by members of the Sophos Support Organisation, other Sophos Departments or Third Party Vendors 
  • Communicate directly with software engineering to help ensure timely and effective resolution of software issues and questions raised by the worldwide support teams.
  • Share knowhow with colleagues, partners and customers. Use every occasion within or outside customer cases to disseminate knowledge and deflect future customer cases or escalations.
  • Participate and lead regular and frequent meetings with development and product management to address and decide about product defects. Communicate status and results back to Service Delivery on a regular basis.
  • Contribute to Sophos release processes by identifying product issues, by communicating product enhancements, by testing new versions, providing feedback and help creating technical training with a focus to continuously improve our products and avoid unnecessary cases or escalations.
  • Be a customer ambassador who is passionate about creating a positive customer experience
  • Record all activity in the departments call logging system and/or the developments defect tracking system. Adhere to SLAs, and document with a quality that others could seamlessly continue working on the case.
  • Offer support, guidance and training to new starters within the worldwide Support organization
  • Actively contribute to the development of new or changed processes and procedures

  • Experience of installation, configuration and troubleshooting of Windows Desktop and Windows Server operating systems. 
  • Experience of installation, configuration and working with Mac OS, Unix or Netware.
  • Experience in working with Active Directory 
  • Experience with Virtualization (MS System Center Virtual Machine Manger and/or VMWARE
  • Experience in supporting Anti-virus software to end users and partners 
  • Experience with remediation of malware/viruses/Trojans
  • Experience of supporting customers over the phone or via email within an IT environment 
  • Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP 

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_ESG