Role Summary
Our 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.
About Us
Sophos 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. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.
What You Will Do
- 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
What You Will Bring
- Basic knowledge of either Mac and/or PC OS environments, e.g., comfortable using Win Sysmon, MAC activity monitor
- In-depth knowledge and ability to troubleshoot common productivity tools, such as O365, Email, Zoom, etc., and effectively use these tools to offer technical support and devise solutions based on MAC and Windows technologies
- Robust ability to troubleshoot IT hardware, including diagnosing and resolving issues with laptops, desktops, printers, mobile phones, and peripherals
- Network knowledge including VPN, LAN, WAN, and wireless networks
- Experience with basic troubleshooting on file and print server administration, Windows Server and Exchange connectivity
- Aware of device management tools such as Intune and JAMF and user directories (Microsoft Entra ID and Server AD)
- Awareness of Audio-Visual (AV) and Collaboration-related skills and knowledge
- Good understanding of security – antivirus, encryption (BitLocker), password policies, and malware awareness
- Aware of cloud computing environments and web-based applications
- Strong communication skills in English (written and verbal)
- Excellent customer service orientation
- Effective problem-solving skills and a proactive attitude
- Strong analytical and logical problem-solving and diagnostic skills
- Ability to work both independently and as part of a team
- Provide ticket and communication updates and contribute toward improvements that meet our standards
Compensation
In the United States, the base salary for this role ranges from $51,000 to $85,000. 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.
Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. 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. Some roles may require a hybrid approach. Applicants must have legal authorization to work in the posting jurisdiction without requiring employer sponsorship.
• Our people – we innovate and create, with 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
Data Protection
If 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.
EEO and Accessibility
We’re proud of the diverse and inclusive environment at Sophos and are committed to ensuring equality of opportunity. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender identity, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. If there are adjustments we can make to the recruitment and selection process to support you, please let us know.