The Role
Provide day-to-day IT support for users in Japan/APJ, manage end-user devices and assets, handle onboarding/offboarding, triage ticket and Genesys chat queues, troubleshoot hardware/software/access/collaboration tools, maintain documentation, and contribute to automation/AI and service improvement projects.
Summary Generated by Built In
About Us
Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response.
Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats.
Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.
As an IT Operations Engineer, you will provide IT support for users across Japan, ensuring a seamless employee experience throughout the employee lifecycle. You will be responsible for onboarding and offboarding activities, maintaining end-user technology, supporting operational processes, monitoring support queues, and contributing to automation and AI initiatives that enhance service delivery.
What You Will Do
- Provide day-to-day IT support for users across Japan primarily and rest of APJ
- Manage and maintain end-user devices, peripherals, and workplace technology.
- Deliver onboarding and offboarding activities, ensuring all IT access, equipment, and account requirements are completed accurately and on time.
- Maintain asset records and ensure inventory information remains up to date.
- 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.
- Work closely with local users, global IT teams, and third-party vendors where required.
- Create and maintain knowledge articles, support documentation, and process guides.
- Identify opportunities for process improvement and operational efficiency.
- Participate in automation, AI, and service improvement projects assigned to the team.
- Support testing, implementation, and adoption of new tools and processes.
- Share knowledge and provide guidance to junior team members when required.
- Participate in project activities and support business initiatives as needed.
What You Will Bring
- Delivers a positive support experience and builds strong relationships with users.
- Demonstrates urgency and ownership when resolving issues.
- Takes responsibility for assigned tasks and follows through on commitments.
- Manages workload effectively and delivers work with minimal supervision.
- Works effectively with local and global teams to achieve shared objectives.
- Shares knowledge and contributes to team success.
- Identifies and implements process improvements.
- Actively contributes ideas for automation and AI-driven efficiencies.
- Expands technical knowledge and develops new skills.
- Adapts quickly to changing technologies and business requirements.
- Independently manages onboarding and offboarding activities for Japan users.
- Owns queue management for TeamHealth and Genesys support channels.
- Resolves medium-complexity support issues with limited supervision.
- Contributes to automation and AI initiatives.
- Maintains accurate asset and operational records.
- Acts as a reliable point of contact for Japan IT support operations.
Customer Focus
Accountability
Collaboration
Continuous Improvement
Self Development
Additional Requirements
#B1
#LI-Remote
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. "Remote-first" means that the role can be performed remotely, but the candidate must be located within the jurisdiction where the role is posted.
· 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
Salary range and description
Skills Required
- Provide day-to-day IT support for users across Japan and APJ
- Manage and maintain end-user devices, peripherals, and workplace technology
- Deliver onboarding and offboarding activities ensuring IT access, equipment, and accounts are completed
- Maintain accurate asset records and inventory information
- Monitor and manage ticket queues and Genesys chat queues to meet service levels
- Troubleshoot and resolve hardware, software, access, and collaboration tool issues
- Work with local users, global IT teams, and third-party vendors
- Create and maintain knowledge articles, support documentation, and process guides
- Participate in automation, AI, and service improvement projects
- Support testing, implementation, and adoption of new tools and processes
Sophos Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sophos and has not been reviewed or approved by Sophos.
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Leave & Time Off Breadth — Time away is positioned as broad, with company-wide wellness days plus dedicated learning days and paid volunteer time.
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Parental & Family Support — Family-related leave appears more comprehensive than baseline offerings, including paid parental leave, caregiver leave, and extended bereavement leave.
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Wellbeing & Lifestyle Benefits — Wellbeing support is emphasized through always-available assistance resources and a Calm subscription, suggesting a lifestyle-oriented benefits approach.
Sophos Insights
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The Company
What We Do
Cybersecurity Evolved. As a worldwide leader in next-generation cybersecurity, Sophos protects nearly 400,000 organizations of all sizes in more than 150 countries from today’s most advanced cyberthreats. Powered by SophosLabs – a global threat intelligence and data science team – Sophos’ cloud-native and AI-enhanced solutions secure endpoints (laptops, servers and mobile devices) and networks against evolving cybercriminal tactics and techniques, including automated and active-adversary breaches, ransomware, malware, exploits, data exfiltration, phishing, and more.
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