Dell HR Senior Specialist On-site 

Poland, Masovian Voivodeship, Warsaw 

903881797

Key Responsibilities:

• Work and resolve incidents and escalations for both internal and external customers.

• Perform training through hands on demonstrations, technical documentation, and recorded videos. Serve as a mentor when needed.

• Contribute as part of a team and as a member of a project team while also having the ability to work independently at times.

• Collaborate with development and product management teams on shared objectives and product road maps.

• Respond and communicate with the customer through various channels of communication (email, phone, chat)

• Create technical documents and knowledge base articles

• Document customer issues

• Adhere to SLAs and strive to deliver excellent customer service

• Ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious

• Convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles

• Maintain excellent organizational, written and oral communication skills

• Possess a strong sense of urgency

Minimum Requirements:

• Minimum of 3 - 5 year of experience with UNIX/Linux commands

• Minimum of 3 - 5 years of experience working with Network Security and Endpoint Security Solutions

• Software product support experience

• Excellent organizational, written and oral communication skills

• Experience with AWS or Kubernetes or other cloud computing solutions

• Fluency in Japanese

• Business English language skills

Preferred requirements:

• Ability to drive automation projects.

• Good scripting knowledge.

• Familiarity with administration processes in a variety of operating systems, such as Linux/Unix, Microsoft Windows.

• Excellent problem-solving skills and keen ability to diagnose and troubleshoot technical issues. Well-spoken and articulate with an attention to detail with excellent writing abilities.

• Generally familiar with scripting/programming: Examples include Python, PHP, Perl, SQL.

• Rudimentary understanding of intrusion detection, firewall operations, and other general security practices.

• Intermediate level of networking expertise with understanding of networking fundamentals and well-known protocols/services including GRE, TCP/IP.

• Ability to read and interpret network diagrams.

• Basic understanding of Unix or Linux operating systems including, but not limited to:

  • Navigating the filesystem

  • Managing processes

  • Obtaining system statistics such as CPU, memory, disk, network interface utilization from the command line

  • Identifying potential problems from system logs

• Solid understanding of computer network fundamentals including address resolution protocol, routing, network address translation, virtual private networks, and the OSI model.

• Demonstrate ability to troubleshoot endpoint detection and response systems.

Schedule:

• Varying shifts

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. Please refer to the location details in our job postings for further information.
• 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.