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Associate IT Operations Engineer-Night Shift

3 months ago

Delhi, India Sophos Full time
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 Department. You will be also 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 ManagementWork with Sophos Employees & Various Sophos Departments to full their IT Needs which includes key responsibilities as below.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 PoliciesWorking on Proactive tickets to make ensure the security posture of SophosBe an effective interface between Customers, Internal Support Teams, and 3rd Service Providers.Minimise 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 completed within the agreed Service Level Agreements (SLAs).Provide Assistance to Sophos Employee via various IT Channels like Virtual Techbar, Email, Chatbot & Self-serviceOnboarding and OffboardingManage 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/DocumentationEnsure 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 in an accurate, concise, and articulate way including but not limited to Incident and Service Request tickets.Interprets technical or procedure manuals on behalf of non-technical Customers and provides routine training in normal usage of services and systems.Works 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 ImprovementAssist in Project related activities as required under IT Service Operation Function.Assists 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-serveProvide Ideas & Innovation to improve the IT Services Process/PoliciesProvides reports to immediate superior on daily tasks and activities.Performs other functions and requests assigned by immediate superiorCoach, Train & Mentor L1 & L2 in the TeamRequirementsWilling to work in Permanent Night Shifts(10PM-7AM).Willing to work on weekends on ad-hoc basesStrong Communication and customer handling Skills

What you will bring

Essential3-4 Years of Experience in providing the IT Support to Customer across the globeKnowledge of the IT Service Management life cycleHandson experience on O365 & Exchange Administration, Active Directory, IntuneITIL V4 CertifiedWindows – 10 & 11 Remote Support, Mac OS Remote SupportNetwork knowledge – understanding the basic network principalsApplication support experience for multi-platform system or service operationsExperience In providing remote Hardware Support to Laptops, Desktops, Printers, Mobile Phones, peripheralsWorking knowledge on Window ServerRemote Support SkillsDesirableHands on experience on applications like ServiceNow, Confluence, Jira, JAMF, SalesforceProactive and action OrientedCustomer FocusProblem Solving attitude#B1#LI- Remote

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 – we encourage you to apply.

What's Great About Sophos?

· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.· 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