Technical Support Engineer L1 x 4 (Network Security)

Makati City, Philippines
Customer Support & Services – Support Operations /
Permanent /
Remote
About Us
Sophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through its cloud-based Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed, turnkey security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com. 


Role Summary

    • As a Technical Support Engineer L1 (Network Security), you will have the opportunity to support our customers and learn cutting edge technologies in the dynamic software security space.

What You Will Do

    • Having a strong customer service focus with the commitment to excellence and desire to delight customers and being a customer ambassador who is passionate about creating a positive customer experience
    • Solving technical problems and delivering an experience so profound that customers love using our products and services and actively recommend them to others
    • Learning and utilizing specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes
    • Handle customer complaints and escalations (via phone, email, remote desktop) by talking to customers directly

What You Will Bring

    • Essential:
    • Strong technical knowledge and understanding of IT Security concepts, including antivirus, networking and encryption technologies
    • Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email
    • Ability to handle escalated calls while using good judgment to make sound recommendations
    • Advanced computer skills and at least 1 year experience including but not limited to: Linux, Unix, DNS, Networking, Network security, Apache, Proxies, Email security, http protocol, bash, web proxy, web security, spam filtering, Active Directory
    • Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
    • Basic to intermediate knowledge and understanding on the following concepts: Security, Firewalls, and Cloud.

    • Desirable Skills:
    • Any networking type certifications ‚Äì e.g. CCNA, Networking + etc. (is a plus)
    • Basic knowledge on remediation of malware/viruses/Trojans. (is a plus)
    • Basic knowledge on Virtualization (MS System Center Virtual Machine Manger and/or VMWARE
    • Bachelor's degree in Computer Science or equivalent work experience
#LI-Remote
#JE
#B1

Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.

What's Great About Sophos?
·   Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
·   Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
·   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

Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity.   We believe that diversity, combined with excellence, builds a better Sophos, 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.  We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know. 

Data Protection
If 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.  If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com.