IT Operations Engineer

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.

• 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.

• Delivers a positive support experience and builds strong relationships with users.
• Demonstrates urgency and ownership when resolving issues.
Accountability
• Takes responsibility for assigned tasks and follows through on commitments.
• Manages workload effectively and delivers work with minimal supervision.
Collaboration
• Works effectively with local and global teams to achieve shared objectives.
• Shares knowledge and contributes to team success.
Continuous Improvement
• Identifies and implements process improvements.
• Actively contributes ideas for automation and AI-driven efficiencies.
Self Development
• Expands technical knowledge and develops new skills.
• Adapts quickly to changing technologies and business requirements.
Additional 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.