IT Support Engineer

Role Summary

Our IT teams support more than 5,000 end users within the business who rely on our technology and processes to enable them to be effective.

We are the first point of contact to support, guide, and solve their IT incidents and requests, and you will be supporting our evolution to deliver a best-in-class service, exceeding our end user expectations globally.

What You Will Do

Maintain and track all existing IT inventory within the office and at external vendor locations such as CDW.

Receive and log incoming stock, ensuring accurate documentation and readiness for deployment.

Follow Standard Operating Procedures (SOPs) for asset handling, tagging, and lifecycle management.

Host IT orientation calls for new hires, introducing them to essential tools, systems, and support processes.

Ensure new employees receive and set up their devices correctly, with all required software and security configurations.

Provide first-level support for hardware, software, and networking issues via video, chat, email, or in person.

Triage and resolve incidents using existing knowledge and escalate when necessary.

Document all actions clearly on Fresh Service tickets, maintaining high-quality ticket notes and updates.

Strive for First Time Resolution (FTR) and meet internal SLAs and OLAs.

Customer Satisfaction (CSAT): Ensure users are satisfied with responsiveness and professionalism.

Internal Quality Rating (IQR): Maintain high standards in ticket documentation and communication.

Compliance: Adhere to regulatory controls and information security guidelines, especially those related to Sophos policies.

Own an Individual Learning Plan, actively seeking to fill knowledge gaps and grow within the IT support function.

Demonstrate self-awareness by understanding IT goals and escalating issues appropriately.

Collaborate with peers and contribute to a supportive team environment.

What You Will Bring

Basic knowledge of either Mac and/or PC OS environments, For example, Comfortable using Win Sysmon, MAC activity monitor.

In-depth knowledge and ability to troubleshoot common productivity tools, such O365, Email, Zoom etc.

and effectively use these tools, offer technical support, and devise solutions based on MAC and Windows technologies

Possess a robust ability to troubleshoot IT hardware, including diagnosing and resolving issues with Laptops, Desktops, Printers, Mobile Phones, peripherals.

A Network knowledge which includes;

Familiarity with technologies such as VPN, LAN, WAN, and wireless networks.

Comfortable with basic troubleshooting on Filer and print server administration, Windows Server and Exchange connectivity.

Awareness of device management tools for example Intune and JAMF and user directories (Microsoft Entra ID and Server AD)

Awareness on Audio-Visual (AV) and Collaboration related skills and knowledge.

Good understanding of Security – Anti Virus, Encryption (BitLocker), awareness of password policies and Malware

Awareness of cloud computing environments and web-based applications.

Strong communication skills in English both written and verbal.

Excellent customer service orientation.

Effective problem-solving skills and proactive attitude.

Strong analytical and logical skills, problem-solving, and diagnostics skills.

The ability to work alone and in a team as required.

Provide ticket & communication update and contribute towards improvement which adheres to our standards.

 In the United States, the base salary for this role ranges from $51,000 to $85,000.

In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package.

A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs.

#B1#li-hybrid#li-JA1Ready to Join Us?At Sophos, we believe in the power of diverse perspectives to fuel innovation.

Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description.

We challenge that notion.

Your unique experiences and skills might be exactly what we need to enhance our team.

Don't let a checklist hold you back – we encourage you to apply.

What's Great About Sophos?· Sophos operates a remote-first working model, making remote work the primary option for most employees.

However, some roles may necessitate a hybrid approach.

While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit· Employee-led diversity and inclusion networks that build community and provide education and advocacy· Annual charity and fundraising initiatives and volunteer days for employees to support local communities· Global employee sustainability initiatives to reduce our environmental footprint· Global fitness and trivia competitions to keep our bodies and minds sharp· Global wellbeing days for employees to relax and recharge · Monthly wellbeing webinars and training to support employee health and wellbeing