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Sophos: Technical Support Engineer


This is a Full-time position in Ottawa, ON posted February 23, 2021.

Location: Ottawa, Ontario, CanadaSophos Overview – Security Made SimpleSophos makes IT security simple with next-generation solutions that protect networks, servers, and devices wherever they are.

Today, more than 100 million users in 150 countries and a global network of channel partners trust Sophos to deliver simple solutions to complex security challenges.

Focused on innovation and backed by a global network of Sophos Labs threat intelligence centers and industry-leading support, Sophos delivers solutions that are simple to deploy, maintain, and manage, enabling organizations to focus on performance and growth.

Sophos Security made simple.Technical Support Engineer – Network Security Group (NSG)At Sophos, we operate at the cutting edge of technology, protecting businesses worldwide against complex threats, viruses and spam.

We build high quality software security products in a fast-paced, nimble environment and we’ve been doing it for over 20 years.

Join us to help our customers protect their business and meet compliance needs.As a Technical Support Engineer, you will have the opportunity to support our customers and learn cutting edge technologies in the dynamic software and network security space.Responsibilities 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 Security 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, Email appliances configuration.

Ability to coordinate with internal departments, escalate to new level if cases are taking long time to resolve, notify management team for cases which can get escalated/need attention or can result into a customer dissatisfaction Provide regular updates to the customer as defined by case priorities guidelines Document all troubleshooting and case management actions via the electronic case management system.

Handle technical escalations within team response/resolution targets To work on weekends shifts as per business requirements (multiple shift patterns) 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 efficiencyQualifications A bachelor’s degree or technical diploma in Computer Science, Electronic Engineering, Computer Engineering or related field 3+ years’ experience in the IT/Telecom field preferably customer facing support role Hands-on experience working with security products, such as Firewalls, Email filtering, web policies and routing protocols Experience troubleshooting equipment connected behind the firewall Knowledge of Linux, AWS, Amazon Azure is preferred 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 Ability to work in high pressure, multi-tasking support roles with abilities to prioritize customer issues, apply quick break-fixes and take steps for eliminating the root causeEqual OpportunitiesSophos is committed to equality opportunity in all areas of its work.

All qualified applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation