Sophos Looking for Associate IT Operations Technician at Ahmedabad, Gujarat, India

Sophos; Ahmedabad; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

Join a forward-thinking company that prioritizes innovation and teamwork! In this remote IT support role, you'll be a vital part of a global team dedicated to delivering exceptional IT services. You'll manage incidents, fulfill requests, and ensure customer satisfaction while collaborating with various departments. With a commitment to your professional development and a focus on diversity, this role offers a unique opportunity to grow your career in a dynamic environment. If you're passionate about technology and eager to make a difference, this is the perfect opportunity for you!

Benefits

Remote Working Options

Employee-led Diversity Networks

Annual Charity Initiatives

Global Wellbeing Days

Monthly Wellbeing Webinars

Fitness Competitions

Volunteer Days

Qualifications

• 3-4 years of IT support experience with strong communication skills.
• Knowledge of IT Service Management life cycle and ITIL V4 certified.

Responsibilities

• Manage incident and service requests, ensuring customer satisfaction.
• Provide onboarding and offboarding support for employees.

Skills

IT Support

Incident Management

Service Request Management

Communication Skills

Customer Handling

O365 & Exchange Administration

Active Directory

ITIL V4 Certification

Remote Support Skills

Network Principles

Education

ITIL V4 Certification

3-4 Years of IT Support Experience

Tools

ServiceNow

Confluence

Jira

JAMF

Salesforce

Job description

What’s Great About Sophos?

• Sophos operates a remote-first working model, and working remotely is the primary option for most employees.
• Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit.
• Employee-led diversity and inclusion networks that build community and provide education and advocacy.
• Annual charity and fundraising initiatives and volunteer days for employees to support local communities.
• Global employee sustainability initiatives to reduce our environmental footprint.
• Global fitness and trivia competitions to keep our bodies and minds sharp.
• Global wellbeing days for employees to relax and recharge.
• Monthly wellbeing webinars and training to support employee health and wellbeing.

Role Summary

IT at Sophos delivers world-class IT applications, infrastructure, and services, enabling the delivery of the company vision and strategy. This department is led by a leadership team with extensive experience leading IT functions in the security industry, and our technical contributors are widely held as industry experts in their domain. We consistently encourage innovation and agility to foster best-in-class solutions. As a member of this team, we are committed to investing in your professional development to ensure you have opportunities to advance in your career.

Working as part of the Global IT Team, this role will be responsible for effectively following and managing the Incident Management Process, Request fulfilment Processes & Standard Operating Procedure to provide faster & better IT support to all Sophos Internal Departments. You will also be responsible for providing the World Class IT Service with excellent Customer Satisfaction remotely. Additionally, this role will require working with regional IT Teams & SME Members to collaborate on various projects & customer requests.

What You Will Do

• Incident and Service Request Management.
• Work with Sophos Employees & Various Sophos Departments to fulfill their IT Needs.
• Incident and Service Request Management which includes, but is not limited to, detection, recording, analysis, diagnosis, and either resolution or escalation of tickets.
• Managing the Incident or Service Request as per the Sophos Policies.
• Working on Proactive tickets to ensure the security posture of Sophos.
• Be an effective interface between Customers, Internal Support Teams, and 3rd Service Providers.
• Minimize business impact through demonstration of technical capabilities to handle complex situations by identifying underlying causes, and devising solutions or workarounds.
• Manage your day-to-day tasks effectively ensuring that work is completed according to priority and within the agreed Service Level Agreements (SLAs).
• Provide Assistance to Sophos Employees via various IT Channels like Virtual Techbar, Email, Chatbot & Self-service.
• Onboarding and Offboarding.
• Manage the onboarding of new employees, including setting up user accounts, configuring workstations, and providing necessary access to resources.
• Facilitate the offboarding process by disabling accounts, collecting hardware, and ensuring data security when employees leave the organization.
• Communication/Documentation.
• Ensure that the appropriate escalation processes are followed in a timely manner, ensuring that high Severity/Priority incidents are managed according to those standards.
• Ensure that Customers are kept fully informed and up to date with the status of their incidents/requests. Provide effective and timely Communications to the Business during widespread business impact.
• Ensure that all records and documents are completed accurately, concisely, and articulately including but not limited to Incident and Service Request tickets.
• Interpret technical or procedure manuals on behalf of non-technical Customers and provide routine training in normal usage of services and systems.
• Work to ensure that Sophos’s high-security standards are proactively maintained by ensuring that Customer requests are properly and appropriately validated. Additionally, all agreed Security standards and Processes are adhered to.
• Continual Service Improvement.
• Assist in Project related activities as required under IT Service Operation Function.
• Assist Customers in making more effective use of IT systems, products, and services enabling them to increase their business value.
• Actively participate in all regular Global Service Desk meetings.
• Actively create Knowledge Base Articles so that they can be used by the customer to self-serve.
• Provide Ideas & Innovation to improve the IT Services Process/Policies.
• Provide reports to immediate superior on daily tasks and activities.
• Perform other functions and requests assigned by immediate superior.
• Coach, Train & Mentor L1 & L2 in the Team.

Requirements

• Willing to work in Night Shifts (10PM-7AM).
• Willing to work on weekends on an ad-hoc basis.
• Strong Communication and customer handling Skills.

What You Will Bring

• Essential
• 3-4 Years of Experience in providing IT Support to Customers across the globe.
• Knowledge of the IT Service Management life cycle.
• Hands-on experience on O365 & Exchange Administration, Active Directory, Intune.
• ITIL V4 Certified.
• Windows – 10 & 11 Remote Support, Mac OS Remote Support.
• Network knowledge – understanding the basic network principles.
• Application support experience for multi-platform system or service operations.
• Experience in providing remote Hardware Support to Laptops, Desktops, Printers, Mobile Phones, peripherals.
• Working knowledge on Windows Server.
• Remote Support Skills.
• Desirable
• Hands-on experience on applications like ServiceNow, Confluence, Jira, JAMF, Salesforce.
• Proactive and action-oriented.
• Customer Focus.
• Problem Solving attitude.

Ready to Join Us?

At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don’t check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don’t let a checklist hold you back – if you’re passionate about cybersecurity and ready to contribute, we encourage you to apply. We’re excited to explore how your individuality can shape the future of our company.

About Us

Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyber threats. Powered by threat intelligence, AI, and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks, and endpoints against ransomware, malware, exploits, phishing, and a wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos has major hubs around the globe. More information is available at www.sophos.com.

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

Data Protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. If you have any questions about Sophos’ data protection practices, please contact [e-mail].