Sophos · 5 hours ago
IT Support Engineer III
United States
Full-time
Remote
Mid, Senior Level
$74K/yr - $124K/yr
5+ years expSophos is a global leader in advanced security solutions aiming to defeat cyberattacks. The IT Support Engineer III will provide high-level technical support, mentor junior engineers, and lead automation initiatives to improve operational efficiency within the IT service organization.
Cloud SecurityCyber SecurityNetwork SecuritySoftware
No H1B
Responsibilities
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
Qualification
Required
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
Lead automation initiatives using Power Automate and similar tools; identify repetitive tasks and maintain the automation roadmap
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
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
Preferred
ITIL v4 Foundation preferred; comfortable partnering with senior stakeholders
Benefits
Bonus eligibility
A comprehensive benefits package
Remote-first working model
Employee-led diversity and inclusion networks
Annual charity and fundraising initiatives and volunteer days
Global employee sustainability initiatives
Global fitness and trivia competitions
Global wellbeing days
Monthly wellbeing webinars and training
Company
Sophos
Sophos develops network security and threat management products to protect organizations against malicious acts.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$125.01M2021-08-24Post Ipo Equity· $65.23M
2019-10-14Acquired
2015-06-26IPO
Leadership Team
Joe Levy
Chief Executive Officer
Peter Lammer
Co-founder
Recent News
2026-01-23
2026-01-22
2026-01-22
Company data provided by crunchbase