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Job Description


Technical Support Engineer - UTM/Network Security



Date Posted: 

February 17, 2015



Job Description

Sophos Technical Support is growing! As one of the world's leading security and control companies we are looking to employ a conscientious and patient problem solver who can provide excellent service, has an eye for detail and can build a good rapport with customers as a part of our technical support team. We're looking for someone who lives to delight customers so our clients fully maximize our technology to deliver better protection. The successful applicant will have the opportunity for skill and career development, working with great people in an inspiring environment.

The primary duty of this role is to provide high quality technical support to our customers, partners and other engineers via phone and email for our network security solutions, as part of a 24 hour/7 day follow-the-sun model in our global support function. As a Technical Support Engineer you are responsible for ensuring you deliver an experience so profound that customers love using our products and services and actively recommend them to others.

The role is located at our downtown Vancouver office.

Main Duties

  • Have a strong customer service focus with the commitment to excellence and desire to delight customers
  • Be a customer ambassador who is passionate about creating a positive customer experience
  • Solve problems and deliver an experience so profound that customers love using our products and services and actively recommend them to others
  • Ensure customers have the technical tools and knowledge they need to run their business
  • Learn and utilize specific software tools and problem solving strategies to solve for customer issues and continuously improve our processes
  • Create online help content (articles, community posts, etc.) to document previously unknown solutions and help a large group of customers
  • Actively contribute to the development of new or changed processes and proceduresManage multiple priorities within a fast paced environment
  • Update cases in order for progress to be tracked with each customer's incident
  • Meet or exceed departmental transactional net promoter score
  • Adhere to departmental guidelines on average calls per day

 (Please be aware that this position is not an IT Helpdesk role but is a PHONE and EMAIL SUPPORT role)

The successful applicant will need to have:

  • Excellent customer service skills, with a passion for delivering the best possible customer experience
  • Desire to act in the best interest of the customer
  • 2+ years' experience in networking and security implementation/maintenance
  • Strong technical knowledge and understanding of IT Security concepts, including antivirus, networking and encryption technologies
  • Advanced computer skills including but not limited to: 
    • Firewalls, VPN, IP Routing, DNS, Email and Web Filtering
  • Experience with Linux operating systems through the command line level
  • Experience with Active Directory group policy configuration and deployment
  • Experience in the configuration and management of Security appliances
  • The ability to work with complex problems where analysis of situations or data requires review
  • Exercises judgment within defined procedures and practices to determine appropriate action
  • Demonstrated self - starter who is willing to change quickly between roles, duties and tasks
  • Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone, chat and email
  • Experience working in a team environment
  • Experience with working to defined levels of service delivery
  • Positive disposition with a great sense of humour

The salary and benefits package will vary depending on the candidates experience, ability and qualifications. Furthermore, we offer excellent working conditions including many extra benefits such as 100% MSP coverage, extended health insurance and RRSP matching.

If you are interested in applying for this role, please visit the following website:  http://www.sophos.com/en-us/about-us/careers/canada/technical-support-engineer-utm.aspx.

Response Information
To apply for this position, please click the appropriate "Apply" button (or follow the application instructions listed in the Job Description above). If more than one Apply button appears below, please select the option you prefer.


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Technical Support Engineer - UTM/Network Security



Job Posted:  Feb 17, 2015

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Mar 27, 2015

Last View:

Mar 27, 2015


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