IT Operations Engineer

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Sophos

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1985

🔒 Cybersecurity

☁️ SaaS

💰 Post-IPO Equity on 2021-08

Cybersecurity • SaaS

Sophos is a leading cybersecurity company that specializes in protecting businesses against advanced cyber threats. The company offers a comprehensive suite of security solutions, including endpoint protection, managed detection and response (MDR), network security, and cloud security. With a prevention-first approach, Sophos aims to stop ransomware and other cyber threats before they cause harm. Sophos provides services such as threat research, security training, and operational support to ensure robust defense against cyberattacks. Their solutions cater to various industries including finance, healthcare, government, manufacturing, and retail. The Sophos Central platform delivers centralized security management, integrating seamlessly with existing IT infrastructure to enhance security posture.

📋 Description

• Provide day-to-day IT support for users across Japan primarily and rest of APJ • Manage and maintain end-user devices, peripherals, and workplace technology • Deliver onboarding and offboarding activities, ensuring all IT access, equipment, and account requirements are completed accurately and on time • Maintain asset records and ensure inventory information remains up to date • Monitor and manage the Ticket queue and Genesys chat queues, ensuring requests are triaged and handled within agreed service levels • Troubleshoot and resolve hardware, software, access, and collaboration tool issues • Work closely with local users, global IT teams, and third-party vendors where required • Create and maintain knowledge articles, support documentation, and process guides • Identify opportunities for process improvement and operational efficiency • Participate in automation, AI, and service improvement projects assigned to the team • Support testing, implementation, and adoption of new tools and processes • Share knowledge and provide guidance to junior team members when required • Participate in project activities and support business initiatives as needed

🎯 Requirements

• Independently manages onboarding and offboarding activities for Japan users • Owns queue management for TeamHealth and Genesys support channels • Resolves medium-complexity support issues with limited supervision • Contributes to automation and AI initiatives • Maintains accurate asset and operational records • Acts as a reliable point of contact for Japan IT support operations

🏖️ Benefits

• Sophos operates a remote-first working model, making remote work the primary option for most employees • 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