Technical Support Engineer
Reference: Oct2011
Role
As a Technical Support Engineer, you will provide high quality Technical Support for Sophos products, to Sophos customers, partners and other engineers. Support is provided primarily via incoming telephone calls, with a smaller focus on email and chat support.
- Location: Burlington, MA (North American Headquarters)
Main duties
- Provide technical support to Sophos customers by answering telephone calls (primarily) and replying to emails in line with departmental measures, which includes average call times, call wait times, with a focus on high quality, accuracy and customer satisfaction
- Document and record all activity and communication with customers over telephone and email according to departmental standards of quality
- Record all activity in the department’s call logging system, updating cases at least every 3 days in order that progress can be tracked with each customer’s incident, viewed via the customer portal and reports generated for high profile customers
- Meet or exceed departmental goals for Case Management, Phone and Email response times, and Customer Satisfaction scores
- Analyse and clarify customer queries though troubleshooting and researching existing knowledgebase articles/known issues
- Review cases for technical complexity and make recommendations to team members with regards escalation according to departmental Best Practice
- Use and create knowledgebase articles in line with KCS best practice based on new product information, support incidents, and/or common or critical issues
- Adhere to Sophos Support Services best practices
- Participate in departmental projects
- Actively participate in team and departmental meetings by providing feedback on current day to day activity and recommendations for improvement
Experience and skills
- A bachelor degree in computer science/engineering or equivalent work experience
- Installation, configuration and troubleshooting of Windows Desktop and Server operating systems
- Strong support and/or administration experience for enterprise software solutions
- System administration/support experience in Windows platform NT/2000/2003/XP)
- Solid understanding of windows networking and Active Directory
- Handling customer cases via email systems
- Configuration and troubleshooting Mail based systems (MTA/MUA) and general networking
To be successful in this role, you will need to:
- Have exceptional troubleshooting and customer-handling skills
- Show excellent communication skills (both verbal and written)
