IT Operations Technician

Role Summary

Working as part of the Global Service Desk Team this role will have specific responsibility for the effective management and improvement of the Incident Management, Service Request Processes, enchantments & documenting the new or existing SOP to provide faster & better IT support to all Sophos Department.

What you will bring 

• Provide IT Support to Sophos employees by triaging the Incident, Request, and call

• Support PC hardware components, desktop operating system software, and application software.

• Perform standard Image Deployment process

• Perform repairs to equipment and arrange for other servicing needs.

• Communicating with vendor for warranty claims.

• Perform asset checks and maintain accurate inventory records

• Contribute to technical documentation and knowledge base updates

• Provide regular updates and reports on daily activities to the line manager

• Support additional tasks and requests as assigned by the manager

• Deliver a high standard of customer service and user experience

• Use Copilot and AI tools to improve support efficiency, documentation, and troubleshooting

What you will bring

• 2-3 years of experience in IT or service desk roles

• Knowledge on different Operating System (Win10, MacOS, Linux)

• Knowledge on Azure, O365, Active Directory, JAMF

• Must be available and willing to commit to the working hours and responsibilities associated with the role

• Must be a graduate level degree and above in a Information Technology field

• Understanding of Operating system, computer hardware, networking equipment and print services.

• Ability to prioritize tasks and efficiently manage time.

• Good oral and written communications skills

• Ability to respond effectively to inquiries or complaints

• Ability to develop, maintain, and promote strong internal and external relationships

• Strong problem solving and analytical skills

• Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi)

• Basic knowledge of AI tools such as Microsoft Copilot and their use in IT support environments

• Hands-on experience using AI tools for tasks like ticket summarisation, troubleshooting, and documentation (good to have)

• Willingness to learn and adopt AI-driven tools and automation in daily support activities