Sophos

1 week ago

IT Operations Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Provide day-to-day IT support for users across Japan (and rest of APJ), covering the employee lifecycle from onboarding and offboarding to maintaining end-user devices, peripherals, and workplace technology. Monitor and triage support queues in Genesys and related channels, troubleshoot hardware/software and collaboration tool issues, maintain accurate asset records, and create support documentation. Partner with local users, global IT teams, and vendors while contributing to process improvement, automation, and AI-driven service enhancements.

Location: Japan

Workplace: Remote

Employment Type: Full time · Permanent

Job Function: IT Operations (Systems/Network Admin)

Key Responsibilities

•Provide day-to-day IT support for users across Japan primarily and rest of APJ, ensuring a seamless employee experience throughout the employee lifecycle.
•Manage and maintain end-user devices, peripherals, and workplace technology, including onboarding and offboarding activities and required IT access and accounts.
•Monitor and manage the ticket queue and Genesys chat queues, ensuring requests are triaged and handled within agreed service levels.
•Troubleshoot and resolve hardware, software, access, and collaboration tool issues while working with local users, global IT teams, and third-party vendors.
•Create and maintain knowledge articles and support documentation, identify opportunities for process improvement, and contribute to automation/AI service improvement projects.

Key Requirements

•Deliver a positive support experience and build strong relationships with users while demonstrating urgency and ownership when resolving issues.
•Independently manage onboarding and offboarding activities for Japan users and ensure IT access, equipment, and account requirements are completed accurately and on time.
•Own queue management for TeamHealth and Genesys support channels and triage requests within agreed service levels.
•Resolve medium-complexity hardware, software, access, and collaboration tool support issues with limited supervision.
•Contribute to automation and AI initiatives, and maintain accurate asset and operational records.

Skills:Customer focusUrgencyOwnershipCollaborationProcess improvement

Tech Stack:GenesysTeamHealthAIAutomation

Company Brief

Sophos

Provides enterprise cybersecurity software and services including endpoint protection, network security, cloud security, encryption, and managed threat response to protect organizations from advanced threats and ransomware.

Industry: Cybersecurity

Company Size: Enterprise (1,001+ employees)

Revenue: USD 500M to 1B

Growth: Established Company

Valuation: Unicorn (USD 1B+)

Funding: Private Equity Backed

Headquarters: Abingdon, United Kingdom

Founded: 1985

Website LinkedIn

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Sophos

1 week ago

IT Operations Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Location: Japan

Workplace: Remote

Employment Type: Full time · Permanent

Job Function: IT Operations (Systems/Network Admin)

Key Responsibilities

•Provide day-to-day IT support for users across Japan primarily and rest of APJ, ensuring a seamless employee experience throughout the employee lifecycle.
•Manage and maintain end-user devices, peripherals, and workplace technology, including onboarding and offboarding activities and required IT access and accounts.
•Monitor and manage the ticket queue and Genesys chat queues, ensuring requests are triaged and handled within agreed service levels.
•Troubleshoot and resolve hardware, software, access, and collaboration tool issues while working with local users, global IT teams, and third-party vendors.
•Create and maintain knowledge articles and support documentation, identify opportunities for process improvement, and contribute to automation/AI service improvement projects.

Key Requirements

•Deliver a positive support experience and build strong relationships with users while demonstrating urgency and ownership when resolving issues.
•Independently manage onboarding and offboarding activities for Japan users and ensure IT access, equipment, and account requirements are completed accurately and on time.
•Own queue management for TeamHealth and Genesys support channels and triage requests within agreed service levels.
•Resolve medium-complexity hardware, software, access, and collaboration tool support issues with limited supervision.
•Contribute to automation and AI initiatives, and maintain accurate asset and operational records.

Skills:Customer focusUrgencyOwnershipCollaborationProcess improvement

Tech Stack:GenesysTeamHealthAIAutomation

Company Brief

Sophos

Industry: Cybersecurity

Company Size: Enterprise (1,001+ employees)

Revenue: USD 500M to 1B

Growth: Established Company

Valuation: Unicorn (USD 1B+)

Funding: Private Equity Backed

Headquarters: Abingdon, United Kingdom

Founded: 1985

Website LinkedIn