IT Support Engineer III
About The Position
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. As an IT Support III, you will play a pivotal role in the development and mentoring of interns and IC1/IC2 engineers, while serving as the primary point of technical escalation for the IT Service organization. You will own processes, lead projects, define standards, and drive innovation across IT services with a measurable impact on departmental operations and outcomes. This role combines hands-on technical expertise, Ownership, project management, and the ability to guide the strategic direction of IT services.
Requirements
- Minimum of 5 years in IT support/engineering with executiveâlevel, VIP, or white glove support experience.
- Strong foundation in modern IT practices, technologies, policies, and procedures.
- Strong handsâon experience building Power Automate flows and automation logic.
- Ability to map processes, identify automation opportunities, and deliver endâtoâend 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, WiâFi, 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 cloudâintegrated environments.
- Strong diagnostic capability and dataâdriven decisionâmaking across IT domains.
Nice To Haves
- ITIL v4 Foundation preferred; comfortable partnering with senior stakeholders.
Responsibilities
- Executive & VIP Support - Provide proactive whiteâglove support for Executives/VIPs, including live call assistance, education, event support, and anticipatory issue prevention.
- Automation & Operational Efficiency - Lead automation initiatives using Power Automate and similar tools; identify repetitive tasks and maintain the automation roadmap.
- Technical Ownership & Escalation - Act as the escalation point for IC1/IC2 engineers, mentor junior staff, and resolve complex technical issues.
- Training & Development - Own the upskilling roadmap for IC1/IC2 engineers and deliver structured technical training. Coordinate and deliver global training sessions across two timeâzoneâaligned sessions with SMEs
- Major Incident, Problem & Service Management - Lead/support major incidents, rootâcause analysis, structured Problem Management, ITSM process ownership, SLA/OLA reporting, and policy/governance compliance.
- Innovation & Continuous Improvement - Improve CSAT, FTR, Resolution Times, and IQRs; drive modernization and innovation; participate in research time; promote creative problemâsolving; maintain highâtouch VIP service.
Benefits
- Sophos operates a remote-first working model, making remote work the primary option for most employees.
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
