Job Title: Technical Support Engineer
Date Posted: 10-31-2005
Job Location: Massachusetts-Boston North
Job Type: Full Time
Education Level: Bachelors Degree
Work Experience: 2+ to 5 Years
Job Shift: First Shift
Yearly Salary:DOE (Depend on Experience)
Company Name: Sophos, Inc.
Company Website:
Contact Information: Sophos, Inc.   Sophos, Inc. (
Job Description:
Sophos is the only anti-virus and anti-spam solutions provider focused solely on businesses.
Our products are sold and supported through a global network of subsidiaries and partners in
more than 150 countries. Sophos solutions are specifically designed to protect businesses and
organizations of all sizes against viruses and spam and are widely deployed by corporations,
financial institutions, government agencies and academic institutions.

As a Technical Support Engineer you will be charged with delivering high quality technical
support to Sophos enterprise customers for Sophos antivirus and antispam software solutions
deployed on the desktop and gateway.

Main Duties

Troubleshoot and develop technical solutions for customer issues
related to software setup and configuration

Troubleshoot and escalate issues related to software errors

Develop workaround solutions for issues related to software errors

Deploy solutions on live systems critical to customer business and operations

Support Sophos customers by determining the business critical nature of the problems and
delivering support services accordingly

Deliver technical support services according to specified Service
Level Agreements

Provide feedback and continuously work towards improving support
services to ensure a high degree of customer satisfaction

Experience & Skills

A bachelor degree in computer science/engineering or equivalent work experience

Solid support experience in an enterprise network environment

Strong support and/or administration experience for enterprise
software solutions

Exceptional troubleshooting and customer handling skills

Excellent communication skills (verbal and written)

System administration/support experience in Windows platform

Solid understanding of Windows networking and Active Directory

Firm understanding of NT file system and structure

Understanding of networking LAN/WAN and setup of routers, gateways and firewalls

Understanding of network protocols TCP/IP and SMB, HTTP, FTP, SMTP,DHCP

Strong Unix knowledge

Mail server experience ie: Sendmail, Postfix, Exchange

Contact Information:
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