Technology Field Engineer, End User Support

Sony Corporation of America, located in New York, NY, is the U.S. headquarters of Sony Group Corporation, based in Tokyo, Japan. Sony's principal U.S. businesses include Sony Electronics Inc., Sony Interactive Entertainment LLC, Sony Music Entertainment, Sony Music Publishing and Sony Pictures Entertainment Inc. With some 900 million Sony devices in hands and homes worldwide today, a vast array of Sony movies, television shows and music, and the PlayStation Network, Sony creates and delivers more entertainment experiences to more people than anyone else on earth. To learn more: www.sony.com/en.
 

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 will be responsible for regularly 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 level agreements, and properly escalated and tracked when necessary. A Technology Field Engineer must demonstrate strong 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 onsite in 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 in ticketing system, details to troubleshooting steps and resolution. Calibri (Body)Prioritize and schedule incidents and requests by Service Level and utilize our 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 for assistance.   

• Resolves technical issues with operating systems, hardware, software, and network connectivity. Answer end-user technology questions on site and provide general information regarding departmental 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, and upgrading of software.  

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

• Perform post-resolution follow-ups to help with requests and provide clear ownership, resolution of incidents assigned by the team to agreed SLAs (Service Level Agreement) and SOPs (Standard Operating Procedure).  

• Develop knowledge base articles and guides for end users.  

• Collaborates with other teams to help identify root causes of problems and provides feedback t