Technical Support Analyst
Up to £24K + bonus + benefits
Reference: WUK795
Please note: Applicants for this position must have authorization to work in the UK.Role
As a Technical Support Analyst you will be responsible for providing support to Sophos ‘s business, education and government customers.
You will work with Sophos customers to understand the issue faced, with the aim of providing timely resolution to queries of varying degrees of complexity . You’ll analyse the customer case and will refer to existing knowledgebase documentation as well as your own technical knowledge to find the relevant steps to resolve the issue.
Providing excellent customer service is an essential aspect of this role, as is the ability to provide clear information on the appropriate solution to the problem raised. Working with important customers gives you an opportunity to play an important part in the continued success of a global leader in IT Security & Control.
If you are looking for a place to develop your technical expertise in computer and network security, you won’t find a better place to progress.
This role is based at our headquarters in Abingdon, Oxfordshire.
Main duties
- Provide technical support to Sophos customers by answering, on average, 20 phone calls per day, in line with departmental measures that include average call times, call waiting times and a focus on quality working within a call centre environment
- Document and record all activity and communication with customers according to departmental standards of quality, using the department's call-logging system
- Analyse and clarify customer queries through troubleshooting and researching existing knowledgebase articles and known issues Adhere to Sophos Support Services' best practices
- Ensure that incidents are managed and updated every three days, and escalate incidents to Technical Support Engineers for further troubleshooting and resolution
- Actively participate in biweekly team meetings by providing feedback on current day-to-day activity
- Provide technical support to Sophos customers during the working week via shift patterns to cover hours of 07:00-18:00, and to provide either office-based or on-call support at weekends and bank holidays as per the department's rota
Experience and skills
You will need to demonstrate experience of the following:
- Responding to a high number of incoming telephone calls (20+ calls per day)
- Supporting business customers over the telephone
- Providing technical support for software
- Working in a technical role, including knowledge of server installation, operating system configuration and Active Directory administration
Benefits
The remuneration package includes:
- Annual holiday entitlement of 25 days, which can increase to 28 days
- Profit-related bonus scheme
- Group personal pension scheme
- Private medical insurance
- Critical illness insurance
- Death in service policy (life assurance)
- Permanent health insurance
- Travel insurance
- Personal accident cover
Working conditions at Sophos are very good and include:
- Subsidised staff restaurant
- Free beverages, fruit and pastries
