IT Support Engineer

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. 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

**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.

Scope

• Point of escalation for all IC1 support engineers. An active technical resource on IT-related projects, creating knowledge, instructional articles, contributing to IT service processes, standards, and policies, and providing Executive-level support
• Including:
• Provide escalated technical support
• Working with Asset Manager, maintain suitable regional stock levels of IT equipment by raising quotes and orders with chosen vendors to fulfill the stock needs
• Identify key barriers/core problems and apply problem-solving skills to resolve complex situations
• Providing training and guidance to our customers on how to use various IT tools and applications effectively

Customer Focused

• Act as the primary point of contact for both customers and internal teams on behalf of your team and manager

Drive Results

• Incident Resolution Time:
• Measure the time it takes for the engineer to resolve IT issues
• Analyze historical data to identify instances where SLAs were met or exceeded, demonstrating a commitment to delivering results
• Well-documented solutions and incident reports can indicate a systematic and results-oriented approach
• Assess and document the ability to proactively improve systems, processes, or workflows
• Project Management:
• Participate in projects providing the introduction of new tools and services, working with the engineering teams to provide Service Desk requirements.

Action-oriented

• Look for evidence of proactivity, such as taking initiative on projects or problem-solving.
• Feedback from colleagues and leaders

Tech Savvy

• Staying up to date with the latest technology trends.
• Assessed through direct observation of the individual's ability to use and adapt to new technologies, as well as their certifications or qualifications in tech-related areas.
• Tech assessments or certifications can provide data on an individual's tech savviness

Self-Development

• Completion of a high-level ITSM ITIL V4 overview training workshop
• Act as a mentor to colleagues

Ready 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 wellbeing

Our Commitment To You

We'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 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 Cybersecurity as a Service Delivered | Sophos****