IT Support Engineer

About UsSophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.Role SummaryOur IT teams support more than 5,000 end users within the business who rely on our technology and processes to enable them to be effective. We are the first point of contact to support, guide, and solve their IT incidents and requests, and you will be supporting our evolution to deliver a best-in-class service, exceeding our end user expectations globally.What You Will DoMaintain and track all existing IT inventory within the office and at external vendor locations such as CDWReceive and log incoming stock, ensuring accurate documentation and readiness for deploymentFollow Standard Operating Procedures (SOPs) for asset handling, tagging, and lifecycle managementHost IT orientation calls for new hires, introducing them to essential tools, systems, and support processesEnsure new employees receive and set up their devices correctly, with all required software and security configurationsProvide first-level support for hardware, software, and networking issues via video, chat, email, or in personTriage and resolve incidents using existing knowledge and escalate when necessaryDocument all actions clearly on Fresh Service tickets, maintaining high-quality ticket notes and updatesStrive for First Time Resolution (FTR) and meet internal SLAs and OLAsCustomer Satisfaction (CSAT): Ensure users are satisfied with responsiveness and professionalismInternal Quality Rating (IQR): Maintain high standards in ticket documentation and communicationCompliance: Adhere to regulatory controls and information security guidelines, especially those related to Sophos policiesOwn an Individual Learning Plan, actively seeking to fill knowledge gaps and grow within the IT support functionDemonstrate self-awareness by understanding IT goals and escalating issues appropriatelyCollaborate with peers and contribute to a supportive team environmentWhat You Will BringBasic knowledge of either Mac and/or PC OS environments, For example, Comfortable using Win Sysmon, MAC activity monitorIn-depth knowledge and ability to troubleshoot common productivity tools, such O365, Email, Zoom etc. and effectively use these tools, offer technical support, and devise solutions based on MAC and Windows technologiesPossess a robust ability to troubleshoot IT hardware, including diagnosing and resolving issues with Laptops, Desktops, Printers, Mobile Phones, peripheralsA Network knowledge which includes;Familiarity with technologies such as VPN, LAN, WAN, and wireless networksComfortable with basic troubleshooting on Filer and print server administration, Windows Server and Exchange connectivityAwareness of device management tools for example Intune and JAMF and user directories (Microsoft Entra ID and Server AD)Awareness on Audio-Visual (AV) and Collaboration related skills and knowledgeGood understanding of Security – Anti Virus, Encryption (BitLocker), awareness of password policies and MalwareAwareness of cloud computing environments and web-based applicationsStrong communication skills in English both written and verbalExcellent customer service orientationEffective problem-solving skills and proactive attitudeStrong analytical and logical skills, problem-solving, and diagnostics skillsThe ability to work alone and in a team as requiredProvide ticket & communication update and contribute towards improvement which adheres to our standards. In Canada, the base salary for this role ranges from $53,000 to $88,000. In addition to base salary, we offer additional  compensation including bonus eligibility and a comprehensive benefits package.  A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs. #B1Ready 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. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.·   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 wellbeingOur Commitment To YouWe’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity.   We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team.  All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.  We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know. Data ProtectionIf you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.  If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | SophosWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.