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IT Support Engineer (Remote)

Latest job opening in Sophos | Escalation Engineer | Freshers job 2024

IT Support Engineer (Remote)

Sophos (Remote )

Job Description

Latest job opening in Sophos for IT Support Engineer. To help our clients with any IT-related technical support difficulties, we are seeking to hire a qualified IT support engineer. As an IT support engineer, you will interact with customers to ascertain the nature of the issue, identify any hardware or software problems, offer helpful assistance, and uphold a positive rapport with them. It can also be necessary for you to instruct clients on how to use new software programs and install them.

Responsible for the development and training of interns and new IC1 and IC2 IT engineers within the IT service organization and be a point of escalation for all IC1 and IC2 support engineers. At times will be responsible for entire projects and functions, having a modest impact on the organization and projects that have a considerable impact on the results and operations of the department.
 
Skills set Required for this Job :
  • Certified, in-depth knowledge of either Mac or PC OS environments
  • Certified, in-depth knowledge of one or more Microsoft Products (Win10&11, O365, Teams)
  • An excellent knowledge of laptops, Desktops, Printers, Mobile Phones, and peripherals with a view to providing recommendations to our standard offering.
  • Proficient in diagnosing and resolving Audio-Visual equipment (AV) and application issues.
  • Generalist knowledge of the entire OS stack.
  • The ability to decode a network packet trace and understand principles of IP processing.
  • Define, create, and review hardware standards to meet the needs of our customer base.
  • Comfortable working with development teams and external support providers troubleshooting complex issues.
  • Comfortable troubleshooting connectivity and performance issues of cloud computing environments
  • Excellent communication skills in English both written and verbal. (Able to draft communication to a broad audience of users, including companywide communications).
  • Support and creation of engineering and customer training materials.
  • Excellent customer service and problem-solving skills to delve deep into issue, collaborating with internal and external parties as necessary, ensuring a repeating issue is resolved and fully documented.
  • A desire to keep up with latest technology and industrial standards and how it be applied to IT Service. 
  • Demonstrates strong presentation, organization and leadership skills.  
  • Ability to identify, own, and drive solutions to technical challenges.
Job Responsibilities
  • Interact with customers through video calls, chat, email or in person to triage and resolve tickets using existing knowledge.
  • Provide high-quality and personalized IT support to the senior executives.
  • Support onboarding of new employees
  • Support and facilitate leading Major Incident and problem management processes, ensuring processes are followed, and RCAs are progressed as required.
  • Reporting of statistics relating to OLAs and SLAs
  • Define, create, and review Standards, and Procedures relating to IT services.
  • An active player within larger IT SME driven projects.
  • Excellent communication skills in English both written and verbal. (Able to draft communication to a broad audience of users, including companywide communications).
  • Support the creation of engineering and customer training materials.
  • Excellent customer service and problem-solving skills to delve deep into issue, collaborating with internal and external parties as necessary, ensuring a repeating issue is resolved and fully documented.
  • Keep up with the latest technologies, IT Concepts, innovations and industrial standards and how it be applied to IT Service.
  • Demonstrates strong presentation, organization and leadership skills. 
  • Ability to identify, own, and drive solutions to technical challenges.
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What are the important dates & deadlines?

Application Deadline

Although they did not provide a deadline for application submission, attempt to apply as soon as you can to gain priority.

Additional Information

Job Location(s)

Remote

Experience

Freshers / Experience

Salary

Best in industry

Job Type/Timing

Job Type: In Office Job Timing: Full Time

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