Technical Support Engineer
32012
At Sophos, we operate at the cutting edge of technology, protecting businesses worldwide against complex threats, viruses and spam. We build high quality software security products in a fast-paced, nimble environment and we've been doing it for over 20 years.
Join us to help our customers protect their business and meet compliance needs.
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)
Benefits