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Helpdesk Support Professional

1 week ago

Makati City, National Capital Region, Philippines Sophos Full time
Cybersecurity Support Role

This role involves providing technical support to field engineers, technicians, and product support personnel who diagnose, troubleshoot, repair, and debug complex systems.

You will work closely with the team to ensure timely resolution of customer incidents and participate in weekly team meetings to discuss progress and goals.

Key responsibilities include:

  • Mentoring junior engineers on cases assigned and reducing turnaround time on resolving incidents.
  • Providing technical support to VIP customers by answering calls and emails in line with departmental measures with a focus on high quality.
  • Researching incidents by replicating customers' issues within a test environment.
What You Will Bring
  • Bachelor's Degree in IT/Computer-related course and a minimum of 3 years related experience.
  • Identifies and completes complex assignments.
  • Continues to build professional expertise.
  • Applies Sophos policies and procedures to resolve a variety of issues.