Technical Support Engineer
Reference: TSNov09
Role
Sophos is a leader in IT security and control. Trusted by 100 million users and endorsed by industry analysts as a real alternative to Symantec and McAfee, we provide the best defense against today's blended threats. www.sophos.com
We’re looking for a Technical Support Engineer who has the business smarts to think and talk the language of our customers. You will be charged with delivering high quality technical support to enterprise customers for our Sophos anti-virus software solutions deployed on the desktop. This position is based at our Vancouver, BC office in downtown Vancouver.At Sophos, you will develop your skills, further your career, and work with great people in an inspiring environment.
Main duties
- Troubleshoot and develop technical solutions for customer issues related to software set-up and configuration
- Troubleshoot and escalate issues related to software errors
- Develop workarounds for issues related to software errors
- Deploy solutions on live systems critical to customer business and operations
- Support Sophos customers by determining the business critical nature of the problems and delivering support services accordingly
- Deliver technical support services according to specified Service Level Agreements
- Provide feedback and continuously work towards improving support services to ensure a high degree of customer satisfaction
Experience and skills
- A Bachelor degree in computer science/engineering or equivalent work experience
- Solid support experience in an enterprise network environment
- Strong support and/or administration experience for enterprise software solutions
- System administration/deployment and support experience on Windows NT/2000/XP/2003 platforms
- A solid understanding of Windows networking and Active Directory
- A firm understanding of NT file system and structure
- An understanding of networking LAN/WAN and set-up of routers, gateways and firewalls
- An understanding of network protocols: TCP/IP and SMB, HTTP, FTP, SMTP, and DHCP
To be successful in this role, you will need to:
- Have exceptional troubleshooting and customer handling skills
- Possess excellent verbal and written communication skills
