IT Operations Engineer

IT Operations Engineer at Sophos

Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. Sophos' complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Role Summary

Our IT teams support more than 5,000 end users within the business who rely on our technology and processes to enable them to be effective. We are the first point of contact to support, guide, and solve their IT incidents and requests, and you will be supporting our evolution to deliver a best-in-class service, exceeding our end user expectations globally.

As an IT Operations Engineer, you will play a pivotal role in the development and mentoring of interns and IC1/IC2 engineers, while serving as the primary point of technical escalation for the IT Service organization. You will own processes, lead projects, define standards, and drive innovation across IT services with a measurable impact on departmental operations and outcomes. This role combines hands-on technical expertise, ownership, project management, and the ability to guide the strategic direction of IT services.

What You Will Do

Primary Responsibilities:

• Executive & VIP Support - Provide proactive white‑glove support for Executives/VIPs, including live call assistance, education, event support, and anticipatory issue prevention.
• Automation & Operational Efficiency - Lead automation initiatives using Power Automate and similar tools; identify repetitive tasks and maintain the automation roadmap.
• Technical Ownership & Escalation - Act as the escalation point for IC1/IC2 engineers, mentor junior staff, and resolve complex technical issues.
• Training & Development - 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.

Additional Responsibilities:

• Major Incident, Problem & Service Management - Lead/support major incidents, root‑cause analysis, structured Problem Management, ITSM process ownership, SLA/OLA reporting, and policy/governance compliance.
• Innovation & Continuous Improvement - Improve CSAT, FTR, Resolution Times, and IQRs; drive modernization and innovation; participate in research time; promote creative problem‑solving; maintain high‑touch VIP service.

What You Will Bring

Required Experience:

• 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.

Automation & Power Automate:

• 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.

Ownership, Mentorship & Growth:

• Experience mentoring engineers and supporting leadership initiatives.
• ITIL v4 Foundation preferred; comfortable partnering with senior stakeholders.

OS & Device Troubleshooting:

• 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.

In the United States, the base salary for this role ranges from $74,000 to $124,000. In addition to base salary, we offer additional compensation including bonus eligibility and a comprehensive benefits package. A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs.

At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.

What's Great About Sophos?

• Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.
• Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit.
• Employee-led diversity and inclusion networks that build community and provide education and advocacy.
• Annual charity and fundraising initiatives and volunteer days for employees to support local communities.
• Global employee sustainability initiatives to reduce our environmental footprint.
• Global fitness and trivia competitions to keep our bodies and minds sharp.
• Global wellbeing days for employees to relax and recharge.
• Monthly wellbeing webinars and training to support employee health and wellbeing.

Key skills/competency

• IT Operations
• Executive Support
• VIP Support
• Power Automate
• Automation
• IT Service Management (ITSM)
• Windows/macOS Troubleshooting
• Microsoft 365
• Intune/JAMF
• Mentorship