About the role
Why Sony Interactive Entertainment?
Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, the organization delivers cutting-edge hardware and network services to more than 100 million people. SIE is a technology company and an entertainment leader, home to beloved intellectual properties and focused on nurturing experiences synonymous with entertainment excellence and creativity.
The Role
SIE is seeking a practical, curious Engineering Services Support Engineer to serve as the go-to person for technology support in the growing Dublin office. This individual will support a small team of software developers while acting as a fully integrated member of the Bristol-based IT team. This role offers the autonomy and responsibility of owning a local IT environment while maintaining connections to the broader team. The position is broader than traditional desktop support, involving maintenance of business-critical development kits and organization of the local IT environment.
Key Responsibilities
- Own the full range of first and second-line support for Dublin colleagues, managing issues from first contact through to resolution.
- Support Windows 11 and MacOS devices and applications, with opportunities to utilize and grow Linux knowledge.
- Manage incidents and requests in the service desk, ensuring tickets are accurate, prioritized, and resolved.
- Set up equipment for new starters, manage device lifecycles, moves, and changes, troubleshoot hardware and peripherals, and maintain asset records.
- Build relationships with the developer community, translating complex issues into clear, useful updates.
- Maintain and organize development kits, including tracking status and location, managing physical layout, performing firmware updates, and fulfilling developer requests.
- Use SSH and diagnostic tools to investigate hardware and software issues.
- Utilize device management solutions for client and patch management and vulnerability management, investigating exceptions and ensuring remediation is completed and evidenced.
- Create and update process documentation, troubleshooting guidance, and knowledge articles in Confluence.
- Coordinate with the Bristol team, escalating third-line issues to the Infrastructure team while retaining ownership of the request.
Mandatory Qualifications and Experience
- Experience in a service desk, desktop support, or IT support environment with a solid understanding of ticket ownership and support processes.
- Strong, hands-on Windows 11 and MacOS troubleshooting skills.
- Genuine interest in developing skills in DevOps tools and automation.
- Structured approach to problem-solving with the analytical skills to work from symptoms to evidence-based solutions.
- Good understanding of network foundations and core networking technologies.
- Confidence working with physical hardware and software.
- Excellent communication skills, sound judgment, and a sense of ownership for services and users.
- Self-driven, highly organized approach with the ability to prioritize competing demands and take action independently.
Preferred Qualifications and Bonus Skills
- Practical experience supporting Linux.
- Comfort with SSH, command-line tools, or interpreting logs.
- General scripting or automation experience.
- Experience with development kits, embedded devices, test labs, or specialist technical hardware.
- Knowledge of software development workflows and applications used by development teams.
- Understanding of DevOps concepts and container tooling (Docker and/or Kubernetes).
- Experience with Jira Service Management, KACE, Qualys, Confluence, or comparable tools.
- Exposure to endpoint management, software deployment, patch management, or vulnerability remediation.
Role Benefits and Environment
- A visible role where work directly impacts the daily experience of a growing office.
- Varied technical environment covering end-user computing, networking, specialist development hardware, and security operations.
- Local autonomy supported by the framework and knowledge of an established IT team.
- Opportunity to shape IT processes and support as the Dublin office expands.
Additional Information
- Sony Interactive Entertainment conducts background checks (which may include criminal background checks) at the offer stage for all new employees.
- Sony is an Equal Opportunity Employer. Employment consideration is provided without regard to gender, race, religion, marital status, disability, age, sexual orientation, or any other legally protected category.
- Sony Interactive Entertainment is a Fair Chance employer; applicants with arrest or conviction records will be considered for employment.