Role Summary
As a Technical Support Engineer, you will have the opportunity to support our customers and learn cutting-edge technologies in the dynamic software security space.
Working hours : 9am-5 : 30pm PST
What You Will Do
- Provide 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 products
- Provide 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 configuration.
- Handle technical escalations within team response / resolution targets
- Ability to work weekend and on-call shifts on a rotational basis
- Provide Team Leader or Manager feedback about Technical Support procedures and policies, to improve overall customer satisfaction as well as engineer efficiency
What You Will Bring
- A bachelor’s degree or technical diploma in Computer Science, Electronic Engineering, Computer Engineering, or related field
- 3+ years’ experience in the IT field, including experience as a Systems / Network Administrator, or a technical support role supporting Systems / Network administrators
- Experience with security products, such as Firewalls, IPSec, IDS / IPS, Anti -Spam, Anti-Virus, Web Security proxies, Email Security filters, VPNs
- Experience with Linux operating systems through the command line level
- Experience with Active Directory (or any LDAP variant) group policy configuration and deployment
- Experience with cloud virtualization such as Amazon AWS or Microsoft Azure
- The ability to work with complex problems where analysis of situations or data requires a review
- Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, and email
In Canada, the base salary for this role ranges from $50,000 to $84,000. In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package.
A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs.
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