IT Operations Technician

About the role

Join Sophos' Global Service Desk team as an IT Operations Technician. You will help streamline incident and service‑request processes, document 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.
• Executing standard image‑deployment procedures and performing equipment repairs.
• Coordinating warranty claims with vendors and maintaining accurate asset inventories.
• Contributing to technical documentation and knowledge‑base updates.
• Providing daily activity reports to the line manager and handling ad‑hoc tasks.
• Using Microsoft Copilot and other AI tools to improve support efficiency, documentation and troubleshooting.

Required profile

• 2‑3 years of experience in IT or service‑desk roles.
• Graduate‑level degree in Information Technology or a related field.
• Strong understanding of operating systems, computer hardware, networking equipment and print services.
• Excellent communication, prioritisation and problem‑solving abilities.
• Willingness to adopt AI‑driven tools and automation in daily activities.

Required skills

• Windows 10, macOS, Linux
• Azure, Office 365, Active Directory, JAMF
• Image deployment, hardware repair, asset management
• Basic networking (DNS, DHCP, VPN, Wi‑Fi)
• Microsoft Copilot and AI‑assisted ticket summarisation

What we offer

• Opportunity to work in a global, innovative security company.
• Hybrid work model supporting work‑life balance.
• Access to cutting‑edge AI tools for professional development.