IT Support Specialist

PlayStation•Los Angeles, CA

25d•Onsite

About The Position

Sony Interactive Entertainment (SIE) is seeking an IT Support Specialist who possesses a mix of skills and experience often found in desktop support, helpdesk support, and limited system administration roles. This role is responsible for the implementation, maintenance, and performance-tuning of client technology, while also building strong working relationships with internal business teams. The ideal candidate will be adept at customer service, strategic thinking in a fast-paced environment, accurate troubleshooting, and managing multiple projects with shifting deadlines. This is primarily an in-person role located in Playa Vista, California.

Requirements

Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.
Strong in client hardware and software; strong email/messaging troubleshooting experience; mid to advanced-level understanding of Windows OS.
Skilled in Microsoft Office Suite and other production software packages (Adobe, Maya, Zbrush, Visual Studio, etc.).
Must understand and communicate system concepts to end users and technical teams.
Familiar with the concepts behind a distributed build system; familiarity with enterprise storage technologies (SAN, NAS, iSCSI) – NetApp, EMC, HDS ideal; basic networking skills; knowledge of security concepts and industry best practices.
Ability to interact effectively with others on varying technical competency, vendors, management, and staff.
Manages competing demands and changes approach or method to best fit the situation.
Takes responsibility for own actions; Keeps commitments; Commits to required work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
Is actively available to respond when needs arise.
Volunteers readily, undertakes self-development activities and seeks increased responsibilities; asks for and offers help when needed.
Operates across multiple projects concurrently and assumes responsibility for implementation of projects.

Nice To Haves

Linux and Mac OS experience are both a strong plus.
Appreciation and experience in platform/computer/video gaming is preferred!

Responsibilities

Provides helpdesk-level coverage and support for internal clients.
Coordinates, diagnoses, and troubleshoots incoming employee requests for support according to established process.
Solves technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.
Collaboration with remote sites is expected and encouraged.
Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.
Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.
Perform first and second level support and troubleshooting for workstation and mobile systems.
Interface directly with end users in peril, lead and resolve incidents in an efficient manner, maintaining the highest levels of customer support and response and documentation.
Establish and maintain direct relationships with business units as a support resource and contributing member of the production teams.
Organize the unorganized, communicate thoroughly and effectively in both written and spoken forms across the organization.
Work proactively to determine potential issues existing in the environment.
Apply performance tuning techniques where applicable.
Research new trends and technologies leading to testing and justification for deployment.
Be available off hours for scheduled, week-long on-call rotation, which will include system maintenance and emergencies.
Perform inventory management of team resources; apply workstation build technologies; configure and manage user account provisioning and permissions.
Be eager to grow and develop new skills and tackle special projects as needed.