IT Support Engineer

Sonos•Boston, MA

3d•Onsite

About The Position

At Sonos we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As part of the Sonos team, you’ll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives. This role is located on-site at our Boston office. This position is office-based, meaning regular in-person collaboration or use of office equipment is essential to maximize effectiveness for this team and/or position. Qualified applicants must live within commuting distance of our Boston office and should expect to be in office 5 days per week. As an IT Engineer on our Global IT Operations team, you’ll be a frontline technician providing hands-on technical support for our employees worldwide. The ideal candidate has a strong foundation in enterprise support, a genuine curiosity for troubleshooting issues across Windows, Mac, and Linux devices, and an eagerness to grow their skills in a collaborative environment. You’ll resolve problems related to applications and network connectivity while developing experience with enterprise collaboration platforms. This is a fast-paced role that requires excellent communication, a willingness to take ownership of tasks, and a focus on delivering efficient solutions.

Requirements

Proven working experience in enterprise technical support, IT support, or as a technical engineer.
Experience with Windows, Mac OS, Linux, iOS, and Android.
Basic understanding of TCP/IP and WiFi technologies.
Experience with Okta, Atlassian, Slack, Google Workspace, and Microsoft.
Strong problem-solving skills.
Ability to troubleshoot PC hardware issues and applications.
Willingness to take ownership of tasks and see them through to completion, with support from the team when needed.
Excellent communication skills, both written and verbal.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Highly self-motivated and detail oriented.
Exceptional customer service orientation for both internal and external customers.
Experience working in a team-oriented, collaborative environment.
Ability to work non-standard hours, holidays, and weekends, and participate in on-call rotation.
10% travel required.
Qualified applicants must be able to work from an office location.
Must be authorized to work in the United States, both now and in the future.

Nice To Haves

Two or four-year degree in a technical discipline from an accredited college or university; experience can be substituted for a degree.
Familiarity with Intune and/or JAMF is a plus.
Industry standard certifications (CompTIA, AWS, Microsoft, Apple, etc.).

Responsibilities

Monitor the desktop support queue in Jira Service Management for incoming tier 1 & 2 level tickets and participate in a shift schedule for responding to and dispositioning tickets, including a daily on-call rotation during normal working hours and a rotating weekend support schedule.
Resolve common hardware issues pertaining to laptops, printers, peripherals, and mobile devices.
Image laptops for deployment and decommission deprecated equipment.
Manually install requested software.
Basic admin level support within our main collaboration toolset — Jira, Confluence, Google Workspace, Slack & Zoom — as well as configuration work within Okta and Active Directory.
Use internal and external tools to deploy supported software.
Troubleshoot and respond to incidents and provide repair services to maintain operations.
Prioritize and address major incidents, outages, and requests.
Perform routine installations and smaller projects as needed.
Daily in-office support.
Contribute ideas for infrastructure-related improvements at local and remote sites under the guidance of senior engineers.
Participate in the creation of self-service materials for use by the rest of the company, such as KB articles and self-help videos.
Assist with creating and auditing documentation to help ensure it remains up to date.
Perform new hire desk setups and moves.
Perform onboard/offboard activities and licensing for user accounts, including legal holds.
Handle account management and access to systems as well as account maintenance and cleanup according to established processes.
Work with local vendors to schedule RMAs, repairs, and replacements.
Ensure all delivered inventory matches POs, maintain received goods listing, and keep sufficient IT and AV inventory levels.
Perform regular IDF/MDF maintenance.
Actively maintain conference room equipment, execute preventative maintenance, and troubleshoot AV/VC infrastructure and equipment issues.
Support the AV team with regular hardware and software upgrades.
Maintain and support Open Area Players deployed throughout the office spaces.

Benefits

Medical, Dental, and Vision Insurance
A 401(k) plan with company matching and immediate vesting
An Open Time Off policy (OTO) so you have maximum opportunity to disconnect and recharge, with no tenure-based vacation accruals required
80 hours of sick time upon hire, refreshed annually
Up to 12 paid holidays per calendar year
Sonos offers a generous paid leave program for new parents or to care for a family member with a serious health condition, as well as short- and long-term disability for your own medical condition
Company-paid Disability, Life, and AD&D Insurance
Voluntary benefits, including Voluntary Life, AD&D, Accident, and Pet Insurance
Mental health benefits to support your holistic well-being
A generous employee discount program & Sonos Radio HD - on us!