Device Experience Administrator

Sony•Paramus, NJ

6d•$90,000 - $95,000•Hybrid

About The Position

Sony Corporation of Americas is seeking a Device Experience Administrator to join the Global Information Systems & Communications team. Reporting to the Head of Device Experience, this role manages core global functions and provides local support in Paramus. Key responsibilities include overseeing service incidents and requests, ensuring resolution according to SLAs, and offering expert support for Microsoft 365, Windows, Active Directory, and Azure. Ideal candidates are proactive, customer-focused, and thrive in fast-paced environments. This position requires a Hybrid schedule with 3-4 days per week in the Paramus Office.

Requirements

Bachelor’s degree in the field of Computer Science and two years or more related work experience is preferred; significant relevant experience can be substituted for formal education.
Minimum 3 years of hands-on IT experience (Azure AD, On-Premises Active Directory, O365, Windows 10, DNS/DHCP, Microsoft Authenticator) as well as previous experience 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).
Proficient with Windows 10/11, Mac OS X, Office 365, Microsoft 365 apps (Word, Excel, PowerPoint, Outlook, OneNote, Teams), and core diagnostic utilities (Active Directory, Entra ID/Azure AD, Intune, SCCM, OWA).
Understanding of Microsoft patching cycles and policies, best practice processes.
Experience with desktop and mobile device management, automation tools, and real-time analytics (e.g., Microsoft Copilot, Nexthink).
General knowledge of supporting Apple OSX and iOS with experience of imaging Macs and setting up Mobile devices.
Understanding of Configuration Management, MDM (Mobile Device Management), and Deployment methods with SCCM.
Experience with muti-factor authentication and mobility services using MFA and Intune.
Experience with an IT Service Management ticketing system using Remedy Helix.
Experience performing installs, moves, add, changes and decommission of computer equipment including Data and Application Recovery.
Exceptional deployment methods include inventory control, security baselining, patching, software, and application deployments.
Knowledge of using remote management tools such as LogMeIn and GotoAssist.
Strong written and oral communication skills.
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 as required.
The position may require the ability to sit, stand, walk extended distances, bend, stop, squat and lift up to 35 lbs.
Must be eligible to work unrestricted in the USA
Quick learner with strong analytical, problem-solving, and multi-tasking abilities.
Excellent customer service, communication, and teamwork skills; adaptable, detail-oriented, and proactive in high-pressure environments.
Committed to continuous learning, delivering user-friendly solutions, and contributing to a collaborative team atmosphere.
Ability to plan and prioritize work while responding to rapidly changing priorities.
Team player who enjoys and is able to work collaboratively as part of a group as well as working independently to produce results.
Able to interact with clients and colleagues at all organizational levels

Nice To Haves

ITIL V3 Certification preferred.
Active Help Desk Institute (HDI) Desktop Support Technician (DST) Certification with experience using the Remedy Ticketing system (ARS) are preferred.
Prior experience working in customer service environment, support center or desktop support.

Responsibilities

IT Support Respond to help requests via phone and work orders in a courteous, professional manner; document actions and resolutions in the ticketing system.
Prioritize and schedule incidents using the “TechTime” booking system for on-site or remote support; escalate as needed and track recurring issues.
Troubleshoot and resolve operating system, hardware, software, and network issues for desktops, laptops, mobile devices, printers, and AV equipment.
Perform installations, configurations, upgrades, and maintenance of end-user devices and Microsoft 365 applications; manage inventory and asset records.
Support end users on technology questions and policies; develop knowledge base articles and guides; contribute to process improvements and project rollouts.
Provide remote and on-site support, including VIP users; handle enterprise printing, mobile device support, and VoIP/Teams meeting room devices.
Follow IT procedures, monitor license compliance, and suggest process improvements.
Manage, configure, and troubleshoot device policies, profiles, and deployments with Intune, Windows Autopilot, and application packaging.
Maintain technical documentation and develop automation scripts to streamline endpoint management.
Security Ensure all devices comply with security standards before network access; manage devices using MDM/MFA platforms (Intune, ABM, Microsoft Authenticator, RSA SecID).
Perform security updates (FireEye, Qualys, CrowdStrike); handle encryption tools (BitLocker, FileVault); grant admin access as appropriate.
Remote Access Support remote access setups with VPN (Cisco AnyConnect, Citrix), configure accounts, and assist with remote printing (PrinterLogic).
Troubleshoot remote issues using diagnostic techniques and effective communication.

Benefits

SCA offers benefits-eligible employees (generally regular employees scheduled to work 20 or more hours a week) a comprehensive benefits program that offers coverage and support for employees and their family’s physical, emotional, and financial well-being.
Comprehensive medical, prescription drug, dental, and vision coverage with coverage for spouses/domestic partners and child dependents, including access to a Health Savings Account (HSA) and Flexible Spending Account (FSA)
Employee assistance plan and comprehensive behavioral health benefits
Fertility benefits, including surrogacy, and adoption assistance programs
Basic and supplemental life insurance for employees as well as supplemental life insurance coverage for their spouses/domestic partners and children
Voluntary benefits such as group legal, identity theft protection, accident, and hospital indemnity insurance
Short-term & long-term disability plans
Paid parental and caregiver leave
401(k) Plan with pre-tax, Roth, and after-tax options and company match with immediate vesting
Education assistance and student loan programs
Flexible Work Arrangements, including remote and hybrid work schedules
Time off to include vacation, paid holidays, sick leave, Summer Fridays (early release), and a winter break between Christmas and New Year’s Day (based on business needs)
Referral bonuses (subject to eligibility)
Matching gift program
A wide variety of employee business resource groups (EBRGs)
Special discounts on Sony products, offered exclusively to Sony employees
Employee stock purchase plan (Sony covers commissions and fees for your Sony stock purchases made through after-tax payroll deductions)
Annual incentive bonus