Defeat Cyberattacks

IT Support Engineer III

Support EngineerSupport EngineerFull TimeRemoteTeam 1,001-5,000Since 1985H1B SponsorCompany Site LinkedIn

Location

United States

Posted

40 days ago

Salary

$74K - $124K / year

Bachelor Degree5 yrs expEnglishAzureCloudITSMJamfMac OS

Job Description

• 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