Job Closed
This listing is no longer active.
Defeat Cyberattacks
IT Support Engineer III
Location
United States
Posted
128 days ago
Salary
$74K - $124K / year
Seniority
Senior
Job Description
IT Support Engineer III
Sophos
• Provide proactive white‑glove support for Executives/VIPs, including live call assistance, education, event support, and anticipatory issue prevention. • Lead automation initiatives using Power Automate and similar tools; identify repetitive tasks and maintain the automation roadmap. • Act as the escalation point for IC1/IC2 engineers, mentor junior staff, and resolve complex technical issues. • Own the upskilling roadmap for IC1/IC2 engineers and deliver structured technical training. Coordinate and deliver global training sessions across two time‑zone‑aligned sessions with SMEs. • Lead/support major incidents, root‑cause analysis, structured Problem Management, ITSM process ownership, SLA/OLA reporting, and policy/governance compliance. • Improve CSAT, FTR, Resolution Times, and IQRs; drive modernization and innovation; participate in research time; promote creative problem‑solving; maintain high‑touch VIP service.
Job Requirements
- Minimum of 5 years in IT support/engineering with executive-level, VIP, or white glove support experience.
- Strong foundation in modern IT practices, technologies, policies, and procedures.
- Strong hands-on experience building Power Automate flows and automation logic.
- Ability to map processes, identify automation opportunities, and deliver end-to-end workflow automation.
- Skilled in eliminating repetitive tasks, improving efficiency, and integrating Power Automate with M365 services.
- Experience maintaining automation standards, documentation, and governance.
- Experience mentoring engineers and supporting leadership initiatives.
- ITIL v4 Foundation preferred; comfortable partnering with senior stakeholders.
- Awareness of enterprise AV systems and conferencing technologies.
- Proficient troubleshooting across Windows/macOS using diagnostic tools.
- Skilled with laptops, desktops, printers, mobile devices, and peripherals.
- Expert support for Microsoft 365, email platforms, Zoom, and enterprise productivity tools.
- Solid understanding of VPN, LAN/WAN, Wi-Fi, and basic server/connectivity troubleshooting.
- Familiar with Intune, JAMF, Entra ID (Azure AD), and Windows Server AD.
- Knowledge of antivirus, encryption, authentication policies, and malware prevention.
- Understanding of cloud and SaaS concepts; capable of troubleshooting cloud-integrated environments.
- Strong diagnostic capability and data-driven decision-making across IT domains.
Benefits
- Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach.
- 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
Related Guides
Related Categories
Related Job Pages
More Support Engineer Jobs
• Provide L2-L3 support for users accessing systems via **Azure Virtual Desktop (AVD)** • Troubleshoot login issues, session disconnects, performance problems, and application access • Support local laptops used primarily for AVD connectivity • Support **AVD environments**, including: • Dynamic host pools • Golden image updates (following runbooks) • Software distribution to AVD hosts • Support user access and devices via: • Active Directory (AD) • Microsoft Entra ID (Azure AD) • Intune • Perform daily checks, follow change processes, and escalate issues when required
• provide technical and application support for users of Bitplane’s Imaris 3D/4D advanced image analysis software • support third party deconvolution / alignment packages, database setup and management
Integration Support Engineer
SmarterDxSmarterDx, founded in 2020 in New York, New York, is a health technology company focused on clinical AI solutions that enhance hospital revenue integrity and ca
• Prioritize a quick response and consistent delivery on SLAs to ensure - and - exceed user satisfaction. • Maintain detailed system documentation, including interface specifications, data flow diagrams, and integration architecture. • Support and improve technical support workflows and documentation to set us up for scale and a proactive approach to support. Help to develop repeatable strategies and playbooks. • Improve integration methods by sharing client feedback and new technology trends. • Proactively monitor integration health to detect and resolve issues before they impact clients. • Manage and troubleshoot integration errors and downtime events. • Manage client communication on downtimes, integration defects and integration errors • Act as liaison between the Customer Operations and Engineering- escalating complex issues, building better workflows and identifying product improvements. • Triage and assign out incoming requests. • Efficiently troubleshoot and resolve all customer inquiries while upholding our customer centric values. Communicate with our users via ticketing system and phone. • Ensure compliance with industry regulations and data security best practices.
• Test and debug customer issues in lab environments • Work directly with customers through email, phone, and web conferencing • Document solutions to help customers and colleagues solve issues independently • Collaborate with cross-functional teams to improve product quality and reliability
