Hybrid IT Support Engineer

at Sophos

• Job title: IT Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$53,000 - CA$88,000 per year
• Degree requirement: Associate's Degree
• Tech skills: Cloud, Jamf
• Location requirements: Hybrid, Vancouver, Canada

About the role

• IT Support Engineer ensuring effective IT support for over 5,000 users within the organization. Focusing on hardware, software troubleshooting, adhering to regulatory controls and maintaining customer satisfaction.

Responsibilities

• Maintain and track all existing IT inventory within the office and at external vendor locations such as CDW.
• Receive and log incoming stock, ensuring accurate documentation and readiness for deployment.
• Follow Standard Operating Procedures (SOPs) for asset handling, tagging, and lifecycle management.
• Host IT orientation calls for new hires, introducing them to essential tools, systems, and support processes.
• Ensure new employees receive and set up their devices correctly, with all required software and security configurations.
• Provide first-level support for hardware, software, and networking issues via video, chat, email, or in person.
• Triage and resolve incidents using existing knowledge and escalate when necessary.
• Document all actions clearly on Fresh Service tickets, maintaining high-quality ticket notes and updates.
• Strive for First Time Resolution (FTR) and meet internal SLAs and OLAs.
• Customer Satisfaction (CSAT): Ensure users are satisfied with responsiveness and professionalism.
• Internal Quality Rating (IQR): Maintain high standards in ticket documentation and communication.
• Compliance: Adhere to regulatory controls and information security guidelines, especially those related to Sophos policies.
• Own an Individual Learning Plan, actively seeking to fill knowledge gaps and grow within the IT support function.
• Demonstrate self-awareness by understanding IT goals and escalating issues appropriately.
• Collaborate with peers and contribute to a supportive team environment.

Requirements

• Basic knowledge of either Mac and/or PC OS environments, For example, Comfortable using Win Sysmon, MAC activity monitor.
• In-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 technologies
• Possess a robust ability to troubleshoot IT hardware, including diagnosing and resolving issues with Laptops, Desktops, Printers, Mobile Phones, peripherals.
• A Network knowledge which includes;
• Familiarity with technologies such as VPN, LAN, WAN, and wireless networks.
• Comfortable with basic troubleshooting on Filer and print server administration, Windows Server and Exchange connectivity.
• Awareness 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 knowledge.
• Good understanding of Security – Anti Virus, Encryption (BitLocker), awareness of password policies and Malware
• Awareness of cloud computing environments and web-based applications.
• Strong communication skills in English both written and verbal.
• Excellent customer service orientation.
• Effective problem-solving skills and proactive attitude.
• Strong analytical and logical skills, problem-solving, and diagnostics skills.
• The ability to work alone and in a team as required.
• Provide ticket & communication update and contribute towards improvement which adheres to our standards.

Benefits

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