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 process
• Solve 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
• Perform first and second level support and troubleshooting for workstation and mobile systems
• Interface directly with end users in peril, lead and resolve incidents in an efficient manner, maintaining the highest levels of customer support and response and documentation