Technical Support Engineer L2 x 2 (Network Security)

What You Will Do

• Provides mentoring to L1 engineers on all cases assigned and reduces turnaround time on resolving a case.
• Provide technical support to VIP Partners and Distributors customers by answering telephone calls and emails in line with departmental measures with a focus on high quality. Research incidents by replicating customers’ issues within a test environment.
• Readily accept cases escalated from L1 engineers and schedule troubleshooting sessions with customers or correspond via e-mail.
• Replicate customer issues in the test environment to provide root cause analysis on customer issues.
• Actively help mentor L1 engineers on cases in real time via joint remote sessions and conference calls
• Provide technical support to Sophos customers/partners by answering telephone and other reported incidents calls that overflow from the L1 team in line with departmental measures with a focus on high quality as designated by the Team lead.
• Learning and utilizing specific software tools and problem-solving strategies outside of the internal knowledge base to solve customer issues and continuously improve our processes.
• Ability to work a weekend on-call shift on a rotational basis.
• Manage escalation queue by assigning cases to other L2 engineers.
• Subject matter expert in more than one Sophos product or equivalent third-party solution
• Regularly produce training documentation and conduct 1:1 or classroom mentoring sessions
• Ensure incidents are managed and escalated according to company standards.
• Document and record all activity and communication with customers over the telephone and email according to departmental standards of quality.
• Recording all activity in the department’s call logging system which needs to be updated after each call so progress can be tracked with each customer’s incident, and reports generated for high-profile customers.
• Adhere to Sophos Support Services best practices.
• Actively participate in weekly team meetings by providing feedback on current day-to-day activity
• Interact with Sales, Engineering, and Product Management and participate in bug scrubs and project meetings to coordinate resolutions to customer-specific product issues and overall technical support trends.
• Adhere to Sophos Support Services best practices.
• Carry out mentoring of new starters and provide training in areas of expertise, product knowledge, and integration

What you Will Bring

• Bachelor’s Degree in IT/ Computer-related course and a minimum of 3 years related experience
• Identifies and completes complex assignments.
• Continues to build professional expertise.
• Applies Sophos policies and procedures to resolve a variety of issues.
• Integrates basic principles of function with processes and procedures.
• Solves complex problems in own area and articulates and refines identified problems.
• Develops solutions based on the analysis of variety of factors within standards and procedures.
• Receives little guidance on work, guided by objectives of project or ongoing assignments.
• Plans own work priorities on a regular basis and may coach or guide junior colleagues on specific area of knowledge
• Shares skills and knowledge with others while building productive internal/external working relationships
• Presents facts, data, information, and the weight of evidence to influence others