IT Support Specialist

Why Sony Interactive Entertainment? 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 processSolve 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 encouragedProvides timely resolution of problems or escalation on behalf of customer to appropriate technical personnelDevelops, documents, and implements standard operating procedures and customer service guidelines relating to IT supportPerform first and second level support and troubleshooting for workstation and mobile systemsInterface directly with end users in peril, lead and resolve incidents in an efficient manner, maintaining the highest levels of customer support and response and documentationEstablish and maintain direct relationships with business units as a support resource and contributing member of the production teamsOrganize the unorganized, communicate thoroughly and effectively in both written and spoken forms across the organizationWork proactively to determine potential issues existing in the environment. Apply performance tuning techniques where applicableResearch new trends and technologies leading to testing and justification for deploymentBe available off hours for scheduled, week-long on-call rotation, which will include system maintenance and emergenciesPerform inventory management of team resources; apply workstation build technologies; configure and manage user account provisioning and permissionsBe 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 skillfullyStrong in client hardware and software; strong email/messaging troubleshooting experience; mid to advanced-level understanding of Windows OSSkilled 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 teamsFamiliar 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 practicesAbility to interact effectively with others on varying technical competency, vendors, management, and staffManages competing demands and changes approach or method to best fit the situationTakes 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 ariseVolunteers readily, undertakes self-development activities and seeks increased responsibilities; asks for and offers help when neededOperates across multiple projects concurrently and assumes responsibility for implementation of projects Preferred Experience Linux and Mac OS experience are both a strong plusAppreciation and experience in platform/computer/video gaming is preferred! Avoid Recruitment Scams/Phishing Attempts: Please be aware that any official outreach in response to your application will always be done from a @sony.com email address. Always make sure to double check the spelling on Sony is correct and the characters have not been replaced with any numbers/symbols before replying. Anyone using an email that is not @sony.com is not affiliated with us and should be reported either via the platform they are contacting you on or directly to your email service as a phishing attempt/scam. At SIE, we consider several factors when setting each role’s base pay range, including the competitive benchmarking data for the market and geographic location. Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location. In addition, 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 also may be eligible for a bonus package. Click here to learn more. The estimated base pay range for this role is listed below. $86,000—$129,000 USD Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks. Please refer to our Candidate Privacy Notice for more information about what personal information we collect, how we use it, who we share it with, and your data protection rights. Equal Opportunity Statement: Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category. We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. Sony Interactive Entertainment is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.