Technical Support Engineer- Esg (Bilingual English And Spanish)

Role SummaryAs a Technical Support Engineer, you will have the opportunity to support our customers and learn cutting-edge technologies in the dynamic software security space.What You Will DoProvide 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 productsProvide advanced troubleshooting via remote sessions to modify customer's environment towards a resolution that includes, but is not limited to : Installation issues, best practice configuration, network troubleshooting, Windows, Linux, Mac and Unix OS configurationHandle technical escalations within team response / resolution targetsAbility to work weekend and on-call shifts on a rotational basisProvide Team Leader or Manager feedback about Technical Support procedures and policies, to improve overall customer satisfaction as well as engineer efficiencyWhat You Will BringA bachelor's degree or technical diploma in Computer Science, Electronic Engineering, Computer Engineering, or related field3+ years' experience in the IT field, including experience as a Systems / Network Administrator, or a technical support role supporting Systems / Network administratorsExperience with security products, such as Firewalls, IPSec, IDS / IPS, Anti-Virus, Web Security proxies, Email Security filters, VPNsExperience with Linux operating systems through the command line levelExperience with Active Directory (or any LDAP variant) group policy configuration and deploymentExperience with cloud virtualization such as Amazon AWS or Microsoft AzureThe ability to work with complex problems where analysis of situations or data requires a reviewExcellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, and emailWhat's Great About SophosSophos operates a remote-first working model.

Some roles may necessitate a hybrid approach.

Applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.Data ProtectionIf you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.

If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.

For more information on Sophos' data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | SophosOur Commitment To YouWe're proud of the diverse and inclusive environment we have at Sophos, and we're committed to ensuring equality of opportunity.

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.

If there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

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