IT Operations Technician – Global Service Desk

About the role

Join Sophos as an IT Operations Technician within the Global Service Desk team. You will help streamline incident and service request processes, create and improve SOPs, and deliver fast, reliable IT support to all Sophos departments.

Key responsibilities

• Triaging incidents, service requests and calls from Sophos employees.
• Supporting PC hardware, desktop operating systems (Windows 10, macOS, Linux) and application software.
• Performing standard image deployment and equipment repairs, including coordinating warranty claims with vendors.
• Conducting asset checks, maintaining accurate inventory records, and updating technical documentation.
• Providing regular activity reports to the line manager and handling additional tasks as assigned.
• Utilising Microsoft Copilot and other AI tools to improve support efficiency, documentation, and troubleshooting.

Required profile

• 2‑3 years of experience in IT support or service‑desk roles.
• Graduate degree in Information Technology or a related field.
• Strong communication skills and ability to prioritize tasks.
• Willingness to work hybrid hours and adopt AI‑driven tools.

Required skills

• Windows 10, macOS, Linux operating systems.
• Azure, Office 365, Active Directory, JAMF.
• PC hardware troubleshooting and image deployment.
• Asset management and inventory tracking.
• Basic networking knowledge (DNS, DHCP, VPN, Wi‑Fi).
• Microsoft Copilot and AI‑assisted ticket summarisation.