IT Support Engineer

Sonos•Goleta, CA

2d•Onsite

About The Position

As an IT Support Engineer on our Global IT Operations team, you'll be a frontline technician providing hands-on technical support for employees both in-office and worldwide. You'll resolve issues across hardware, collaboration tooling, network infrastructure, and conference room technology — all while supporting the executive leadership team based in Goleta and developing your skills in a fast-paced, AI-forward environment. This position is considered office-based. Qualified applicants must live within commuting distance of our Goleta, California office and should expect to be in office 5 days a week.

Requirements

Experience in enterprise IT support or technical support engineering.
Hands-on experience supporting Windows, macOS, Linux, iOS, and Android environments.
Working knowledge of TCP/IP and Wi-Fi technologies.
Experience with Okta, Atlassian tools, Slack, Google Workspace, and Microsoft platforms.
Ability to troubleshoot PC hardware issues and end-user applications.
Strong communication skills, both written and verbal, with a customer-service orientation including support for executive stakeholders.
Ability to effectively prioritize and manage tasks in a high-pressure environment.
Ability to work non-standard hours, holidays, and weekends, and participate in an on-call rotation.
10% travel required.
Qualified applicants must be able to work from the office 5 days per week.

Nice To Haves

Two- or four-year degree in a technical discipline from an accredited institution; equivalent experience will be considered.
Familiarity with Fleet DM, Intune, and/or Jamf.
Industry-recognized certifications (CompTIA, AWS, Microsoft, Apple, etc.).
Experience using AI tools (such as Claude, ChatGPT, Gemini, or Copilot) to streamline workflows and improve operational efficiency.

Responsibilities

Monitor the IT support queue in Jira Service Management for incoming Tier 1 and Tier 2 tickets, participate in a shift schedule and daily on-call rotation during normal working hours, and take part in a rotating weekend support schedule.
Troubleshoot and resolve hardware issues across laptops, printers, peripherals, and mobile devices; image laptops for deployment; decommission deprecated equipment; and install requested software.
Provide admin-level support within core collaboration tools — Jira, Confluence, Google Workspace, Slack, and Zoom — along with configuration work in Okta and Active Directory.
Prioritize and respond to incidents, outages, and service requests, escalating to senior engineers when appropriate and driving issues through to resolution.
Support new hire onboarding and offboarding, including desk setups, account provisioning, licensing, legal holds, and access management in line with established processes.
Actively maintain conference room and AV/VC equipment, perform preventative maintenance, and support hardware and software upgrades alongside the AV team.
Manage IT and AV inventory, verify delivered goods against purchase orders, coordinate vendor RMAs and repairs, and perform regular IDF/MDF maintenance.
Contribute ideas for infrastructure improvements at local and remote sites under senior engineer guidance, and help create and maintain self-service materials such as knowledge base articles and how-to videos.

Benefits

Medical, Dental, and Vision Insurance
A 401(k) plan with company matching and immediate vesting
An Open Time Off policy (OTO)
80 hours of sick time upon hire, refreshed annually
Up to 12 paid holidays per calendar year
Generous paid leave program for new parents or to care for a family member with a serious health condition
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!