IT Support Specialist

Company Overview

Sony Interactive Entertainment (SIE) is a subsidiary of Sony Group Corporation, delivering hardware and network services to over 100 million people. The company is the creator of the PlayStation brand and focuses on innovation, excellence, and the development of high-quality entertainment experiences.

Role Overview

The IT Support Specialist 1 will deliver IT support services for game development specialists. Responsibilities encompass desktop support, service desk operations, and IT infrastructure management, including game development kits, audio-visual technology, and telephony. The role involves working closely with IT colleagues and development teams to resolve incidents, manage projects, and ensure a high-quality support experience.

Key Responsibilities

• Provide IT support services to game development teams.
• Support the service desk by logging, updating, and resolving tickets within agreed-upon SLAs.
• Diagnose and resolve incidents involving desktops, laptops, peripherals, accounts, and mobile devices.
• Contribute to desktop and infrastructure-related projects, including:
  • Workstation refreshes
  • Software rollouts
  • Office moves
  • Hardware lifecycle management
  • Process improvements
• Carry out installation and configuration of hardware, software, User Profiles, and Groups.
• Perform user onboarding, offboarding, device provisioning, account support, and access-related tasks in line with company processes.
• Maintain strong working relationships with all Studio stakeholders.
• Maintain service performance against SLAs and escalate or report issues where appropriate.
• Maintain accurate documentation of support activities and solutions.
• Apply knowledge of desktop security and asset management processes.
• Manage inventory and distribute IT peripherals as required.
• Optimize desktop and workstation performance.
• Support hardware and software selection processes.
• Apply IT and information security policies in day-to-day support activities.
• Ensure services align with current security policies and standards.
• Manage vulnerabilities and keep software up to date to maintain estate security compliance.

Mandatory Qualifications and Experience

• Minimum 3+ years of experience in an IT support-based role.
• Good working knowledge of Windows, with exposure to macOS.
• Working knowledge of service desk operations and support processes.
• Working experience with desktop hardware issues.
• Working experience with:
  • Active Directory
  • Group Policy
  • Entra
  • JAMF
• Good problem-solving skills and attention to detail.
• Strong communication and interpersonal skills.
• Ability to prioritize tasks and work effectively under guidance.
• Proactive, accountable, and customer-focused mindset.

Desirable Skills and Knowledge

• Experience with Linux.
• Experience with ServiceNow.
• Experience with Ivanti, VMWARE, Qualys, and DOMO.
• Basic awareness of infrastructure and network concepts (e.g., Storage, VMWARE, DNS, DHCP).
• Interest in the gaming or creative industry.
• Awareness of ITIL or IT service management concepts.

Additional Information

• Sony Interactive Entertainment conducts background checks at the offer stage for all new employees, which may include criminal background checks.
• Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender, race, religion, marital status, disability, age, sexual orientation, pregnancy, or other legally protected categories.
• SIE is a Fair Chance employer; qualified applicants with arrest and conviction records will be considered for employment.