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Technical Support Engineer

Posted on October 1, 2021 by Sophos
Location: Currently remote but will be returning to the office in Vancouver, BC or Ottawa, ON in 2022. Flexible working options available.

Posting Details

Job Category

IT

Position Type

Full-Time

Career Level

Entry Level

STEM Sector

Technology

Salary Range

Approx. 58,000 - 61,000

Number of Openings

2

Job Description

As a Technical Support Engineer, you will have the opportunity to support our customers and learn cutting edge technologies in the dynamic software security space.

What You Will Do
• Provide Sophos customers with Technical Support within the defined parameters of Sophos Support Services including customers with defined SLAs, with a focus on quality and customer satisfaction, covering our Network products
• Provide advanced troubleshooting via remote sessions to modify customer’s environment towards a resolution that include, but are not limited to: Installation issues, best practice configuration, network troubleshooting, Windows, Linux, Mac and Unix OS configuration.
• Handle technical escalations within team response/resolution targets
• Ability to work weekend and on-call shifts on a rotational basis
• Provide Team Leader or Manager feedback with regards to Technical Support procedures and policies, with the goal of improving overall customer satisfaction as well as engineer efficiency

What You Will Bring
• A bachelor’s degree or technical diploma in Computer Science, Electronic Engineering, Computer Engineering or related field
• 3+ years’ experience in the IT field, including experience as a Systems/Network Administrator, or a technical support role supporting Systems/Network administrators
• Experience with security products, such as Firewalls, IPSec, IDS/IPS, Anti -Spam, Anti-Virus, Web Security proxies, Email Security filters, VPNs
• Experience with Linux operating systems through the command line level
• Experience with Active Directory (or any LDAP variant) group policy configuration and deployment
• Experience with cloud virtualization such as Amazon AWS or Microsoft Azure
• The ability to work with complex problems where analysis of situations or data requires review
• Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, and email

How to Apply

Application Deadline: 19/11/2021

Apply at: https://careers.sophos.com/