Associate IT Operations Technician

**Role Summary** 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 Management**: - Work 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 Policies - Working on Proactive tickets to make ensure the security posture of Sophos - Be 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. - **Onboarding and Offboarding**: - Manage 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/Documentation**: - Ensure 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 Improvement**: - Assist 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-serve - Provide Ideas & Innovation to improve the IT Services Process/Policies - Provides reports to immediate superior on daily tasks and activities. - Performs other functions and requests assigned by immediate superior - Coach, Train & Mentor L1 & L2 in the Team - ** Requirements**: - Willing to work on rotational shifts. (24x7) - Willing to work on weekends on ad-hoc bases - Strong Communication and customer handling Skills • *What you will bring**: - ** Essential**: - 3-4 Years of Experience in providing the IT Support to Customer across the globe - Knowledge of the IT Service Management life cycle - Handson experience on O365 & Exchange Administration, Active Directory, Intune - ITIL V4 Certified - Windows - 10 & 11 Remote Support, Mac OS Remote Support - Network knowledge - understanding the basic network principals - Application support experience for multi-platform system or service operations - Experience In providing remote Hardware Support to Laptops, Desktops, Printers, Mobile Phones, peripherals - Working knowledge on Window Server - Remote Support Skills - ** Desirable**: - Proactive and action Oriented - Customer Focus - Problem Solving attitude B2 - 24/7 shifts • *What's Great About Sophos?** - 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 • *Our Commitment To You** - We’re proud of the diverse and inclusive environment we