Remote IT Support Engineer III

About Us

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 Support III, 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 basesalary for this role ranges from $74,000 to $124,000. In addition to base salary, we offeradditional compensation including bonus eligibility and a comprehensive benefits package.  Acandidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and otherbusiness and organizational needs. 

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Ready to Join Us?

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

Our Commitment To You

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know. 

Data Protection

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.