The Global Information Technology (IT) Service Management Team are part of Sophoss Information Technology Organisation responsible for the procurement, delivery, management and support of all Sophoss Internal IT infrastructure and needs.
Working as part of the IT Organisation, the Service Management Team are responsible for the support of all Sophoss internal Customers 24 hours a day, 7 days a week. The Service Desk (SD) is geographically dispersed across all of Sophoss key sites and based on a traditional IT Service Management model of Level 1, 2 and 3 IT Support Specialists.
IT Support Specialist Level 1 (L1) works as part of the Global Service Management Team and is responsible for providing IT Customers with effective support and assistance across all aspects of the businesses IT needs. Additionally they will provide support to IT Support Specialists L2 and L3 Team Members
The position is responsible for supporting and maintaining the organisations environment, currently Microsoft Server and Desktop operating systems and the Microsoft Exchange environment, plus general maintenance of all IT-related hardware/software. The position provides exposure to a broad range of IT-related projects and activities.
Our goal is provide high-quality support in adherence to agreed service levels and in accordance with the policies and procedures.
Duties & Responsibilities
Working as part of the Global Service Management Team this role will have specific responsibility for the effective management and improvement of the Incident Management and Service Request Processes.
Working with Customers, colleagues and suppliers, on a variety of support environments, different infrastructure projects, operational and geographical areas your key responsibilities will include:
Incident and Service Request Management
Proactively manage the inbound requests for support (Incidents) and service (Service Requests) including those received through voice calls / Service Management System / email and chat requests.
Managing through to resolution, Incident and Service Request Tickets in accordance with the Sophos Incident Management Policy and Process. This includes, but is not limited to, detection, recording, analysis, diagnosis, and either resolution or escalation of tickets.
Be an effective interface between Customers, Internal Support Teams and 3rd Service Providers.
Wherever possible ensure that standard solutions are used to resolve open Incidents and Service Requests. Where these do not exist ensure that the next level of support are aware of the any gaps identified.
Ensure that the appropriate escalation processes are followed in a timely manner, ensuring that high Severity/Priority incidents are managed according to those standards.
Ensure that Customers are kept fully informed and up to date with the status of their incidents/requests. Provide effective and timely Communications to the Business during widespread business impacts
Ensure that all records and documents are completed in an accurate, concise and articulate way including but not limited to Incident and Service Request tickets.
Interprets technical or procedure manuals on behalf of non-technical Customers and provides routine training in normal usage of services and systems
Works to ensure that Sophoss high security standards are proactively maintained by ensuring that incoming Customer requests are properly and appropriately validated. Additionally all agreed Security standards and Processes are adhered to.
It is expected that L1 Specialists manage your day to day tasks effectively ensuring that work is completed according to priority and completed within the agreed Service Level Agreements (SLAs) and with appropriate supervision from L2, L3 Support Specialists and overview from the Team Leaders or Regional Service Managers.
Where this role is part of the Global Service Desk, you will be required to work in a rotating shift pattern to ensure 24 x 7 coverage of the Sophos business.
Required some out of work hours when necessary
Required to participate in an on call support rotation
Reports to Team Leader, Shift Leader of Regional Service Manager depending on location.
Works co-operatively and collaboratively with other members of the Service Management Team, IT Functions and Suppliers as required.
Ensure that agreed actions from 1 to 1s and appraisals are completed within the timeframes established
Experience & Skills:
Experience working in an L1 role (Minimum of 2 years)
Previous experience of providing IT support in a fast paced, dynamic corporate environment.
Active Directory - creating and managing users accounts, creating and managing distribution/security groups.
Windows - 7,8 & 10
Basic Networking - assigning VLANs
Hardware Laptops, Desktops, Printers, Mobile Phones, peripherals.
Remote Desktop & remote troubleshooting tools.
Skype for Business.
Relevant Bachelors/Diploma degree or equivalent education and experience from reputed college / university.
Salary: INR 3,00,000 - 8,00,000 P.A.
Industry:IT-Software / Software Services
Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations
Role:Associate/Senior Associate -(Technical)
Desired Candidate 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 www.sophos.com
Recruiter Name:Garima Maheshwari
Contact Company:Sophos technologies Pvt Ltd