IT Security Support Specialist

The Community Support Specialist will be responsible for delivering exceptional customer experience by engaging with customers online and creating valuable self-service support content.

This role requires a strong understanding of IT security concepts, including antivirus, networking, and encryption technologies. The ideal candidate will have excellent verbal and written communication skills, as well as the ability to effectively troubleshoot complex technical issues.

Key Responsibilities:

• Act as a Sophos ambassador to build and develop the Sophos Community and provide an excellent online customer support experience.
• Deflect support cases by proactively resolving customer queries that arrive on the online platforms such as the Sophos Community, Reddit, and Twitter.
• Monitor and expedite the escalation of user issues that are reported online.
• Amplify urgent product advisories and latest version releases through social media.
• Act as a technical contact for Techvids to help produce informative and engaging how-to & troubleshooting guides and videos.
• Actively review, moderate, and verify community content to ensure technical accuracy and quality.
• Collect, assess, and relay valuable user feedback and suggestions to stakeholders to drive product & documentation improvement.
• Effectively cross-collaborate with various internal teams to resolve complex issues.

Required Skills and Qualifications:

• Effective verbal and written communicator.
• Exceptional interpersonal skills.
• Organized self-starter with accountability and responsibility for their work.
• Strong technical knowledge and understanding of IT security concepts.
• Excellent verbal and written communication skills that inspire confidence when helping customers troubleshoot their issues.
• Advanced computer skills including but not limited to: ActiveDirectory, SQL, Networking, Microsoft Exchange, VMWare, Linux/Unix, Mac, Microsoft Windows, WindowsServer Administration, including Domain Controllers, ActiveDirectory, IIS and SQL.
• Thorough knowledge and understanding of Security, Cloud, Data protection, Encryption, Malware, Spyware, Cyber Security, Firewalls, Antivirus and Disaster Recovery.
• Experience with installation, configuration, and troubleshooting of Windows Desktop and Server operating systems.
• Experience with the remediation of malware/viruses/Trojans.
• Experience with installation and configuration of MacOS, UNIX or Netware.
• Experience with Virtualization (MS SystemCenter Virtual Machine Manager and/or VMWARE).
• Knowledge and understanding of the online Sophos Community platform and experience with various social media platforms (Reddit & Twitter).

Benefits:

• Remote-first working model making remote work the primary option for most employees.
• 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.

We're committed to equality of opportunity.

We believe that diversity combined with excellence builds a better organization, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.