Technology Field Engineer, End User Support

POSITION SUMMARY

The Sony Americas End User Support & Productivity team within Sony Corporation of America is seeking a Technology Field Engineer, to join the Global Information Systems & Communications team.This position will report to the Manager of the End User Support group and willbe responsible forregularly reviewing individual targets, ensuring end-to-end ownership of all service incidents and requests. This will include making sure that all incidents and requests are resolved according to service levelagreements, andproperly escalated and tracked when necessary. A Technology Field Engineer mustdemonstratestrong problem-solving skills and working knowledge of Microsoft 365 and Microsoft Operating systems as well as knowledge of Active Directory and Azure.

We are looking for self-starters, enthusiastic, approachable with great customer service, able to multi-task in a fast-paced environment and want to learn more and find resolutions to issues which may arise.

This role requires 5 days per week onsitein our NYC office.

JOB RESPONSIBILITIES

Position Description:

• Field incoming help requests via both phone and work orders in a courteous manner.

• Document all requested information inticketingsystem, details to troubleshooting steps and resolution.Calibri (Body)Prioritize and schedule incidents and requests by Service Level andutilizeour Booking system called "TechTime" to schedule either in-house or remote visits.

• Keep track of recurring issues and create KBs to reflect solutions to problem management incidents.

• Access software updates, drivers, knowledge base, internet searches to aid in problem resolution, and escalate any problems to our Teams chat channel forassistance.

• Resolvestechnical issues with operating systems, hardware, software, and network connectivity. Answer end-user technology questions on site and provide general informationregardingdepartmental computing policies and service agreements.

• Perform firsthand fixes at the desktop level, including installing, configuring, and troubleshooting desktops, laptops, printers, multifunctional copier/scanners, mobile devices, andupgrading ofsoftware.

• Break-fix best practices for workstation hardware, applications, mobility, full network connectivity, and user configuration.

• Perform post-resolution follow-ups tohelp withrequests and provide clear ownership, resolution of incidents assigned by the team to agreedSLAs (Service Level Agreement)and SOPs(Standard Operating Procedure).

• Develop knowledge base articles and guides for end users.

• Collaborates with other teams to helpidentifyroot causes of problems and provides feedback to improve processes and technologies.

• Provide project-based support on desktop applications, includinginstallations, removals, updates, rollouts, and customizations and integrations relating to the desktop.

• Application packaging, desktop patching; install, upgrade, replace and replace user workstations.

• Maintain inventory, imaging requirements, and update asset managementsystem.

• Contributor for adding knowledge articles for project rollouts and business services.

• Experience with remote support for VIP customers.

• Provides mobile device support.

• Enterprise printing support and issue resolution.

• Install and support Microsoft 365 applications becoming knowledgeable of the products and tools to help support end user questions or issues that may arise.

• Maintaining and troubleshooting VoIP devices, Teams Meeting Room devices (AV equipment), and devices along with them (headset, cameras, sound bars, etc.).

• Follows all IT standard processes and procedures along with monitoring license compliance, while providing ways to also improve process and streamline tasks.

Knowledge & Experience:

• Provides support for Office 365 tools and communicates best practices for use of all core business services.

• Experience with desktop operating systems including Microsoft 10/11 and MacOSX 12/13.

• Extensive application support experience with Microsoft 365 which includes Word, Excel, PowerPoint, Outlook, OneNote, and Teams and the ability toidentifyand learnappropriate softwareused and supported by the organization.

• Working knowledge of a range of diagnostic utilities and systems including Active Directory, AzureAD (Active Directory), Intune, RSA, SCCM, OWA.

• Desktop knowledge must be of both WindowsPC,andAppleMaccomputers.

• Knowledge ofAI,Realtime Analytics, automationtoolssuch asMicrosoft CopilotandNexthink.

Security:

• Ensures that all devices meet our security standardsregardingencryption, management, and protection prior to connecting them to the network.

• Manages devices using modern MDM and MFA platforms, including Microsoft Intune, Apple Business Manager (ABM), Microsoft Authenticator, and RSA SecurID.

• Installation and security updates for FireEye, Qualys andCrowdStrike.

• Troubleshoot application issues, including data encryption, file repair, hard disk diagnostics, and viruses.

• Experience with encryption and management tools using Bit Locker andFileVault.

• Granting Level 1/2 Admin access using LAPS UI and EPM licensing for hardware and software additions.

Remote Access:

• Assistingwith connecting from home using Cisco AnyConnectVPN (Virtual Private Network)and/or Citrix. Mustpossessknowledge of VPN clients and troubleshooting.

• Account configurations for Remote Access.

• Assistwith home/hotel and office withPrinterLogicPrinting.

• Performs remote troubleshooting through diagnostic techniques and pertinent questions.

Personal Attributes:

• Ability to absorb andretaininformation quickly where you can distinguishrecurringissues and provide input in stand-up meetings.

• Keento payattention to details and proven analytical and problem-solving abilities.

• Highly initiative-taking and directed to effectively prioritize and execute tasks inhigh-pressure environment.

• Ability to articulate and present ideas in a user-friendly language.

• Exceptional customer service orientation and working with a collaborative team environment. Mustpossessa strong customer-centered philosophy.

• Continuous learning attitude, working with direct manager weekly to walk through statusreportand discussion items.

Soft Skills:

• Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions. Ability to manage multiple priorities.

• Ability to understand the client's business problems and deliver solutions and recommendations to solve quickly and proactively.

• Excellent customer service, technical, organizational, and communication skills -- in person and on the phone; effective listening and team orientation. Able to persuade,influenceand negotiate with staff and vendors in critical situations.

QUALIFICATIONS FOR POSITION

Your qualifications and experience should include:

• Preferredbachelor's degreein the field of Computer Science and two years or more related work experience; significant relevant experience can be substituted for formal education.

• ITIL V3 Certification preferred.

• Minimum 2-3 years of hands-on IT experience (Azure AD, On-Premises Active Directory, O365, Windows 10, DNS/DHCP, Microsoft Authenticator) as well aspreviousexperience in Level 2-3 support.

• 2 years of physical telecom/network experience (Cat 5e/6 cabling, punch down and termination, network rack installation, cable testing and diagnosis, general network troubleshooting).

• Knowledge of Windows 10/11 and Microsoft 365 tools and understanding of Microsoft patching cycles and policies, best practice processes.

• UnderstandingofConfiguration Management,MDM (Mobile Device Management), and Deployment methods with SCCM.

• Experience with muti-factor authentication and mobility services using MFA and Intune.

• Prior experience working in customer service environment, supportcenteror desktop support.

• Excellent computer and customer service and desktop skills withtactin dealing with demanding customers.

• Exceptional deployment methodsincludeinventory control, security baselining, patching, software, and application deployments.

• Experience with an IT Service Management ticketing system using Remedy Helix.

• Perform installs, moves, add, changes and decommission of computer equipment including Data and Application Recovery.

• Knowledge of using remote management tools such as LogMeIn andGotoAssist.

• General knowledge of supporting Apple OSX and iOS with experience of imaging Macs and setting up Mobile devices.

• Ability to plan and prioritize work while responding to rapidly changing priorities.

• Strong written and oral communication skills.

• Teamplayerwho enjoys working collaboratively as part of a group as well as working independently to produce results.

• Due to the amount of client interaction - professionalism, punctuality, and a sense of urgency isrequired.

• Able to interact with clients and colleagues at all organizational levels.

• Ableto work independently or in small teams.

• Ability to travel as needed to other Sony office locations.

• Must be able to accommodate a flexible work schedule that may include nights, weekends, or holidays asrequired.

• Preferred to have an active Help Desk Institute (HDI) Desktop Support Technician (DST) Certification with experience using the Remedy Ticketingsystem(ARS).

• The position may requirethe abilityto sit, stand, walk extended distances, bend, stoop,squatandlift upto 35 lbs.

Benefits:

The target annualized base salary range for this position is $90,000 to $95,000.In addition to the annual base salary, this role has an annual bonus target of5%.Theindividual will be paid hourly and eligible for overtime. This range does not include any other compensation components or other benefits that an individual may be eligible for. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

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