Job Description

About UsSophos is a worldwide leader and innovator of advanced cybersecurity solutions, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies that help organizations defeat cyberattacks. As one of the largest pure-play cybersecurity providers, Sophos defends more than 500,000 organizations and more than 100 million users globally from active adversaries, ransomware, phishing, malware, and more. Sophos\' services and products connect through its cloud-based Sophos Central management console and are powered by Sophos X-Ops, the company\'s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed, turnkey security solutions. Customers can also manage their cybersecurity directly with Sophos\' security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos\' services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.Role SummaryDevelop, own, and drive training and enablement-focused projects and programs for the Sophos Technical Support staff. The Senior Technical Trainer\'s key responsibility is delivering Sophos technical certification to our Support staff. In addition to this, the Senior Technical Trainer will work with colleagues to develop technical training content, occasionally owning a specific course to production while providing feedback on where we can make these courses even better.The Senior Technical Trainer is responsible for creating an onboarding training program for new Technical Support employees globally; Drive training programs to enrich employee professional development, product technical expertise, and continually improving responsiveness and resolution for phone and email customer support cases.What you will do

• Deliver high-quality virtual and in-person technical training in line with industry-recognized best practices on Sophos solutions to the Sophos support team.
• Lead Instructional Design Programs through development, delivery, and continuous monitoring of training materials to qualify, develop and improve technical knowledge of the support staff.
• Design and expand training and development programs based on the need of the organization and the individual.
• Develop and retain an up-to-date knowledge of current working practices by periodically spending time working with the operational divisions.
• Carry out course monitoring and evaluation by ensuring the collection of completed participants\' course reports and completing a training report at the end of each event.
• Identify technical training and professional development needs within the support organization through job analysis and regular consultation with business managers.
• Conduct an annual Training Needs Analysis (TNA) with all teams. Identify barriers to business success and, establish training needs and provide feedback to appropriate managers on any topics falling outside the training remit.
• Evaluate options for training delivery to determine the best method to get the outcome needed.
• Monitor the KPIs for training issues, including:
• Training days delivered
• Cost per training day
• Outcomes: Agent CSATs, agent\'s retention of the training, agent\'s ability to answer customers issues and troubleshoot, as applicable
• Ensure that all training materials are produced to a professional standard and comply with Company standards. Work closely with the Product Management, Support Readiness, Subject Matter Experts on producing technical training materials.
• Create training materials for the usage of various security features and document security measures.
• Monitor access and credentials for CloudLabs (Virtual lab environment tool). Test protection features and maintain Sophos Firewalls/UTM within lab environments for creating training materials/providing lab access to Support engineers.
• Expertise in managing a variety of security products, including all software and hardware like Anti-Virus, Firewall, URL Filtering, Data Loss Prevention, Remote Ethernet Device (REDs), VPNs, Switches, Zero Trust Network Access and Access points.
• Ensure that certified trainers and training facilities are used internally and externally, in line with business and educational objectives.
• Mentor other instructors/team leaders/Subject Matter Experts in the content and course delivery techniques for assigned technical courses.
• Maintain the quality and consistency of course content throughout a course\'s life cycle.

What you will bring

• 5+ years of experience developing content for technical training, computer-based training, and within a formalized training role.
• Recent experience building and delivering educational resources, including designing virtualized network training lab environments, administrating LMS systems for reporting, and authoring exams and self-assessment surveys.
• Hands-on experience using or teaching Endpoint and Security technologies, including Anti-spam, Anti-Malware, Encryption, and Endpoint securities.
• Experience supporting virtual platforms (VMWare, Hyper-V, Xen) or Cloud platforms (AWS, Azure, Google).
• Ability to assess technical requirements and propose appropriate solutions.
• Exceptional interpersonal and communication skills, both spoken and written English; proficiency in additional languages is a plus.
• Excellent organizational and time-management abilities.

#LI- Remote#B2Ready 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?\xc2\xb7 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.\xc2\xb7 Our people - we innovate and create, all of which are accompanied by a great sense of fun and team spirit\xc2\xb7 Employee-led diversity and inclusion networks that build community and provide education and advocacy\xc2\xb7 Annual charity and fundraising initiatives and volunteer days for employees to support local communities\xc2\xb7 Global employee sustainability initiatives to reduce our environmental footprint\xc2\xb7 Global fitness and trivia competitions to keep our bodies and minds sharp\xc2\xb7 Global wellbeing days for employees to relax and recharge\xc2\xb7 Monthly wellbeing webinars and training to support employee health and wellbeingOur Commitment To YouWe\'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 ProtectionIf 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. If you have any questions about Sophos\' data protection practices, please contact dataprotection@sophos.com.

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