IT Operations Engineer III

Sophos is a global leader in advanced security solutions for combating cyberattacks. The IT Operations Engineer III will support over 5,000 end users, manage technical escalations, mentor junior engineers, and lead automation initiatives to enhance IT service delivery.

Responsibilities:

• Provide proactive white‑glove support for Executives/VIPs, including live call assistance, education, event support, and anticipatory issue prevention
• Lead automation initiatives using Power Automate and similar tools; identify repetitive tasks and maintain the automation roadmap
• Act as the escalation point for IC1/IC2 engineers, mentor junior staff, and resolve complex technical issues
• Own the upskilling roadmap for IC1/IC2 engineers and deliver structured technical training
• Coordinate and deliver global training sessions across two time‑zone‑aligned sessions with SMEs
• Lead/support major incidents, root‑cause analysis, structured Problem Management, ITSM process ownership, SLA/OLA reporting, and policy/governance compliance
• Improve CSAT, FTR, Resolution Times, and IQRs; drive modernization and innovation; participate in research time; promote creative problem‑solving; maintain high‑touch VIP service

Requirements:

• Minimum of 5 years in IT support/engineering with executive‑level, VIP, or white glove support experience
• Strong foundation in modern IT practices, technologies, policies, and procedures
• Lead automation initiatives using Power Automate and similar tools; identify repetitive tasks and maintain the automation roadmap
• Strong hands‑on experience building Power Automate flows and automation logic
• Ability to map processes, identify automation opportunities, and deliver end‑to‑end 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
• ITIL v4 Foundation preferred; comfortable partnering with senior stakeholders
• 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, Wi‑Fi, 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 cloud‑integrated environments
• Strong diagnostic capability and data‑driven decision‑making across IT domains