Senior Technical Trainer

3 days ago

india Sophos Full time

Role Summary

Develop, own, and drive training and enablement-focused projects and programs for the Sophos Technical Support staff. The Senior Technical Trainer's key responsibility is delivering Sophos technical certification to our Support staff. In addition to this, the Senior Technical Trainer will work with colleagues to develop technical training content, occasionally owning a specific course to production while providing feedback on where we can make these courses even better. The Senior Technical Trainer is responsible for creating an onboarding training program for new Technical Support employees globally; Drive training programs to enrich employee professional development, product technical expertise, and continually improving responsiveness and resolution for phone and email customer support cases.

What you will do

Deliver high-quality virtual and in-person technical training in line with industry-recognized best practices on Sophos solutions to the Sophos support team. Lead Instructional Design Programs through development, delivery, and continuous monitoring of training materials to qualify, develop and improve technical knowledge of the support staff. Design and expand training and development programs based on the need of the organization and the individual. Develop and retain an up-to-date knowledge of current working practices by periodically spending time working with the operational divisions. Carry out course monitoring and evaluation by ensuring the collection of completed participants' course reports and completing a training report at the end of each event. Identify technical training and professional development needs within the support organization through job analysis and regular consultation with business managers. Conduct an annual Training Needs Analysis (TNA) with all teams. Identify barriers to business success and, establish training needs and provide feedback to appropriate managers on any topics falling outside the training remit. Evaluate options for training delivery to determine the best method to get the outcome needed. Monitor the KPIs for training issues, including: Training days delivered Cost per training day Outcomes: Agent CSATs, agent’s retention of the training, agent’s ability to answer customers issues and troubleshoot, as applicable Ensure that all training materials are produced to a professional standard and comply with Company standards. Work closely with the Product Management, Support Readiness, Subject Matter Experts on producing technical training materials. Create training materials for the usage of various security features and document security measures. Monitor access and credentials for CloudLabs (Virtual lab environment tool). Test protection features and maintain Sophos Firewalls/UTM within lab environments for creating training materials/providing lab access to Support engineers. Expertise in managing a variety of security products, including all software and hardware like Anti-Virus, Firewall, URL Filtering, Data Loss Prevention, Remote Ethernet Device (REDs), VPNs, Switches, Zero Trust Network Access and Access points. Ensure that certified trainers and training facilities are used internally and externally, in line with business and educational objectives. Mentor other instructors/team leaders/Subject Matter Experts in the content and course delivery techniques for assigned technical courses. Maintain the quality and consistency of course content throughout a course’s life cycle.

What you will bring

5+ years of experience developing content for technical training, computer-based training, and within a formalized training role. Recent experience building and delivering educational resources, including designing virtualized network training lab environments, administrating LMS systems for reporting, and authoring exams and self-assessment surveys. Hands-on experience using or teaching Endpoint and Security technologies, including Anti-spam, Anti-Malware, Encryption, and Endpoint securities. Experience supporting virtual platforms (VMWare, Hyper-V, Xen) or Cloud platforms (AWS, Azure, Google). Ability to assess technical requirements and propose appropriate solutions. Exceptional interpersonal and communication skills, both spoken and written English; proficiency in additional languages is a plus. Excellent organizational and time-management abilities. #LI- Remote#B2 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

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