Sophos, a renowned cybersecurity company, is currently offering an opportunity for fresh graduates to join as Global Escalation Engineers at their Bangalore location. This role welcomes candidates from any educational background who are enthusiastic about starting their career in the cybersecurity domain. As a Global Escalation Engineer at Sophos, individuals will have the chance to work on resolving complex technical issues escalated from various global customers, providing invaluable support and ensuring customer satisfaction. This position offers an exciting pathway for fresh graduates to gain hands-on experience and expertise in cybersecurity while working with cutting-edge technologies and a global team of professionals.
Company Name: Sophos
Job Role: Global Escalation Engineer
Education Required: Any Graduate
Experience Required: Freshers
Job Location: Bangalore
Role and Responsibilities:
- Troubleshoot, replicate, analyze and diagnosis customer issues that have been escalated by the support teams.
- Providing technical support to the customer via Phone/Email/Chat and ensuring high Customer Satisfaction
- Providing inputs to the development team on the bugs, Communicate directly with GES Escalation Engineers to help ensure timely and effective resolution of issues and questions raised by the worldwide support teams.
- Respond to internal support newsgroup postings, ensuring they are answered within departmental guidelines.
- Produce technical articles based on support incidents / hot issues, to assist with the dissemination of technical knowledge.
- Contribute to Support Readiness processes by pro-active creation of knowledge articles prior to a new release.
- Liaison with other departments within Sophos to provide technical support input into development and testing of products.
- Offer support, guidance and training to new starters within the worldwide technical support, ensuring that all departmental standards are introduced and reinforced throughout.
- Contribute to product training creation – provide technical details, test examples and documentation.
- Drive support requirements for future product enhancements, capturing and filtering requirements as required.
Required Skills and Qualifications:
- Experience in a customer facing role.
- Experience of supporting customers over the phone within an IT environment
- In depth experience of installation, configuration and troubleshooting of firewalls, routers, switches and network devices.
- Experience in a team environment.
- Experience of working to defined levels of service delivery.
- Ability to handle telephone calls.
- Ability to communicate effectively both verbally and written.
- In depth research and analysis capabilities to reproduce technical issues.
- Ability to prioritize within a high workload.
