To provide the highest levels of product expertise within Sophos technical support and to act as a common escalation point for worldwide support and GES specialists. Liaise with the engineering and product management teams influencing current/future products and ensuring the flow of proactive information between Global Support and Engineering.
Troubleshoot, replicate, analyze and diagnosis customer issues that have been escalated by the worldwide support teams.
Communicate directly with the Escalation group to help ensure timely and effective resolution of software issues and questions raised by the worldwide support teams.
Respond to internal support newsgroup postings, ensuring they are answered within departmental guidelines.
Document and record all activities and communication with support staff or customers according to departmental standards of quality.
Recording of all activities in the department’s case logging system which needs to be updated so progress can be tracked for each incident.
Produce technical articles based on support incidents / hot issues, to assist with the dissemination of technical knowledge.
Contribute to Support Readiness processes by pro-active creation of knowledge articles prior to a new release.
Liaison with other departments within Sophos to provide technical support input into development and testing of products.
Offer support, guidance and training to new starters within the worldwide technical support, ensuring that all departmental standards are introduced and reinforced throughout.
Contribute to product training creation – provide technical details, test examples and documentation.
Drive support requirements for future product enhancements, capturing and filtering requirements as required.
Escalate software issues to members of the Sophos NSG Engineering and Product Management teams with standard defect tracking tools.
Create proactive documentation including KBA, whitepapers and other articles.
Assure fulfillment of service levels as defined in customer’s Service Level Agreements. Adhere to and supervise service levels specified; escalate in a timely manner to avoid SLA infringements. Develop measures to optimize customer support, both re-actively as consequence of infringements and proactively to avoid them.
Ensure quality of documentation of all activities and status updates, allowing immediate takeover of problem ownership by others members of the GES team
Participate in Beta program support if required.
Carry out additional tasks as assigned.
Experience And Skills
Experience in a customer facing role
Experience of supporting customers over the phone within an IT environment
In depth experience of installation, configuration and troubleshooting of Windows and Linux servers
In depth experience of configuration and troubleshooting general networking issues
Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
Understanding of TCP/IP and ARP to run packet traces and troubleshoot network issues
Experience in configuration of Firewalls
General understanding of VPN protocols such as IPSec, PPTP, SSL
Experience in Wireless networks
Experience of maintaining agents and queues associated to SLA’s within a call routing system
Experience of working to defined levels of service delivery
Telephone skills – ability to handle telephone calls
Customer service – ability to communicate effectively both verbally and written
IT Literacy – MS Office, email
In depth research and analysis capabilities to reproduce technical issues
Experience in cloud environments such as Amazon Web Services or Azure
Experience in static and dynamic routing (OSPF/BGP)
Understanding of Active Directory, LDAP and eDirectory
Experience in configuration of Router and switches
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.