IT Support Specialist

About the role

Sony Interactive Entertainment isn’t just the Best Place to Play — it’s also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, we’re part of a proud legacy of innovation and excellence. SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. Our role at SIE is to create and nurture the experiences under the PlayStation brand, a name synonymous with entertainment excellence and creativity.

This dynamic and engaging role does not fit the average definition of Desktop Support. For SIE, the Studio IT Support Specialist possesses a mix of skills and experience often found in desktop support, helpdesk support, and limited system administration roles. The right candidate is versed in a wide range of client technologies; responsible not only for the implementation, maintenance, and highest level of performance-tuning for client technology, but also for being a champion for strong working relationships directly with the people who utilize that technology. This is a customer service role and fundamental to its success is building and maintaining support relationships with internal business teams, promoting trust, setting expectations, and achieving mastery in customer service. The ability to think strategically at a fast pace, troubleshoot accurately while navigating interdependent system relationships — all while driving multiple projects to successful completion in tight, shifting deadlines — is the reality of this position.

Please note, flexibility is possible, but this is considered primarily an in-person role, reporting daily to offices located in Playa Vista, California.

Responsibilities

• Provides helpdesk-level coverage and support for internal clients
• Coordinates, diagnoses, and troubleshoots incoming employee requests for support according to established processes
• Solves technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access; collaboration with remote sites expected and encouraged
• Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support
• Performs first and second level support and troubleshooting for workstation and mobile systems
• Interfaces directly with end users to lead and resolve incidents in an efficient manner, maintaining the highest levels of customer support and response and documentation
• Establishes and maintains direct relationships with business units as a support resource and contributing member of the production teams
• Organizes the unorganized, communicates thoroughly and effectively in both written and spoken forms across the organization
• Works proactively to determine potential issues existing in the environment; applies performance tuning techniques where applicable
• Researches new trends and technologies leading to testing and justification for deployment
• Is available off hours for scheduled, week-long on-call rotation, which will include system maintenance and emergencies
• Performs inventory management of team resources; applies workstation build technologies; configures and manages user account provisioning and permissions
• Is eager to grow and develop new skills and tackle special projects as needed

Required Skills

• Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully
• Strong in client hardware and software; strong email/messaging troubleshooting experience; mid to advanced-level understanding of Windows OS
• Skilled in Microsoft Office Suite and other production software packages (Adobe, Maya, Zbrush, Visual Studio, etc.)
• Must understand and communicate system concepts to end users and technical teams
• Familiar with the concepts behind a distributed build system; familiarity with enterprise storage technologies (SAN, NAS, iSCSI) — NetApp, EMC, HDS ideal; basic networking skills; knowledge of security concepts and industry best practices
• Ability to interact effectively with others on varying technical competency, vendors, management, and staff
• Manages competing demands and changes approach or method to best fit the situation
• Takes responsibility for own actions; keeps commitments; commits to required work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan; is actively available to respond when needs arise
• Volunteers readily, undertakes self-development activities and seeks increased responsibilities; asks for and offers help when needed
• Operates across multiple projects concurrently and assumes responsibility for implementation of projects

Preferred Experience

• Linux and Mac OS experience are both a strong plus
• Appreciation and experience in platform/computer/video gaming is preferred

Pay

The estimated base pay range for this role is $86,000—$129,000 USD.

Benefits

This role is eligible for SIE’s top-tier benefits package that includes medical, dental, vision, matching 401(k), paid time off, wellness program and coveted employee discounts for Sony products. This role may also be eligible for a bonus package.