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Technical Support Professional L1

1 week ago

Makati City, National Capital Region, Philippines Sophos Full time

About Us

Sophos is a global innovator of advanced security solutions. We acquired Secureworks, combining forces with a pioneer in the cybersecurity industry. This union has enabled us to redefine the industry with AI-optimized services and technologies.

We are now the largest pure-play Managed Detection and Response provider, serving over 28,000 organizations worldwide. Our comprehensive portfolio includes endpoint, network, email, and cloud security solutions that work seamlessly through the Sophos Central platform.

Role Overview

We are seeking a Technical Support Engineer L1 (Network Security) to join our team. As a key member, you will be responsible for supporting customers and learning about cutting-edge technologies in the software security space.

You will work closely with our customers, utilizing your excellent problem-solving skills and knowledge of software security technologies to resolve their issues efficiently.

Key Responsibilities

Resolve customer complaints and escalations by engaging with them directly via phone, email, or remote desktop.

Essential Skills

To succeed in this role, you must have a solid understanding of IT Security concepts, including antivirus, networking, and encryption technologies.

Your exceptional communication skills will enable you to lead customers through issue resolution steps confidently and effectively.

You should also possess good judgment, be able to handle escalated calls, and make sound recommendations.

A minimum of one year of experience in Linux, Unix, DNS, Networking, Network Security, Apache, Proxies, Email Security, HTTP protocol, Bash, Web Proxy, Web Security, Spam Filtering, Active Directory is required.