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 know how with others and helping our partners and customers solving their issues showing them how much we care about them.
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 department’s call logging system and/or the development’s 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
Having the ability to manage multiple priorities within a fast paced environment
Ability to handle escalated calls while using good judgment to make sound recommendation
Ability to work with complex problems where analysis of situations or data requires review
Demonstrated self-starter who is willing to change quickly between roles, duties and tasks
Adhere to Sophos Support Services best practices
Participate in departmental projects
Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement.
Experience And Skills
Experience in a customer facing role
Experience of supporting customers over the phone within an IT environment
Experience of installation, configuration and troubleshooting of Windows Desktop and Server operating systems.
Experience in working with Active Directory and some experience with MS SQL
Experience in supporting Sophos software to end users and partners
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
Customer service – ability to communicate effectively both verbally and written
Experience of installation, configuration and working with Mac OS, Unix or Netware.
Experience with Virtualization (MS System Center Virtual Machine Manger and/or VMWARE
Experience with remediation of malware/viruses/Trojans
Any networking type certifications – eg) CCNA, Networking + etc.
CompTIA Security+, Network+, MCP or MCSE certifications, CISSP
To be able to attend work at short notice in the event of an emergency to cover additional call volumes.
Benefits Sophos Canada offers a comprehensive total compensation package including vacation, sick days, BC MSP coverage, extended health coverage which includes medical, dental and vision care, RRSP matching.