Technology Field Engineer, End User Support

Madison, OH - USA

Monthly Salary: $ 90000 - 95000

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

Sony Corporation of America located in New York NY is the U.S. headquarters of Sony Group Corporation based in Tokyo Japan. Sonys 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: 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 willbe responsible forregularly 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 levelagreements andproperly escalated and tracked when necessary. A Technology Field Engineer mustdemonstratestrong 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 onsitein 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 inticketingsystem details to troubleshooting steps and resolution.Calibri (Body)Prioritize and schedule incidents and requests by Service Level andutilizeour 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 forassistance.
Resolvestechnical issues with operating systems hardware software and network connectivity. Answer end-user technology questions on site and provide general informationregardingdepartmental 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 andupgrading ofsoftware.
Break-fix best practices for workstation hardware applications mobility full network connectivity and user configuration.
Perform post-resolution follow-ups tohelp withrequests and provide clear ownership resolution of incidents assigned by the team to agreedSLAs (Service Level Agreement)and SOPs(Standard Operating Procedure).
Develop knowledge base articles and guides for end users.
Collaborates with other teams to helpidentifyroot causes of problems and provides feedback to improve processes and technologies.
Provide project-based support on desktop applications includinginstallations removals updates rollouts and customizations and integrations relating to the desktop.
Application packaging desktop patching; install upgrade replace and replace user workstations.
Maintain inventory imaging requirements and update asset managementsystem.
Contributor for adding knowledge articles for project rollouts and business services.
Experience with remote support for VIP customers.
Provides mobile device support.
Enterprise printing support and issue resolution.
Install and support Microsoft 365 applications becoming knowledgeable of the products and tools to help support end user questions or issues that may arise.
Maintaining and troubleshooting VoIP devices Teams Meeting Room devices (AV equipment) and devices along with them (headset cameras sound bars etc.).
Follows all IT standard processes and procedures along with monitoring license compliance while providing ways to also improve process and streamline tasks.

Sony Corporation of America located in New York NY is the U.S. headquarters of Sony Group Corporation based in Tokyo Japan. Sonys principal U.S. businesses include Sony Electronics Inc. Sony Interactive Entertainment LLC Sony Music Entertainment Sony Music Publishing and Sony Pictures Entertainment ...

This role requires 5 days per week onsitein 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 inticketingsystem details to troubleshooting steps and resolution.Calibri (Body)Prioritize and schedule incidents and requests by Service Level andutilizeour 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 forassistance.
Resolvestechnical issues with operating systems hardware software and network connectivity. Answer end-user technology questions on site and provide general informationregardingdepartmental 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 andupgrading ofsoftware.
Break-fix best practices for workstation hardware applications mobility full network connectivity and user configuration.
Perform post-resolution follow-ups tohelp withrequests and provide clear ownership resolution of incidents assigned by the team to agreedSLAs (Service Level Agreement)and SOPs(Standard Operating Procedure).
Develop knowledge base articles and guides for end users.
Collaborates with other teams to helpidentifyroot causes of problems and provides feedback to improve processes and technologies.
Provide project-based support on desktop applications includinginstallations removals updates rollouts and customizations and integrations relating to the desktop.
Application packaging desktop patching; install upgrade replace and replace user workstations.
Maintain inventory imaging requirements and update asset managementsystem.
Contributor for adding knowledge articles for project rollouts and business services.
Experience with remote support for VIP customers.
Provides mobile device support.
Enterprise printing support and issue resolution.
Install and support Microsoft 365 applications becoming knowledgeable of the products and tools to help support end user questions or issues that may arise.
Maintaining and troubleshooting VoIP devices Teams Meeting Room devices (AV equipment) and devices along with them (headset cameras sound bars etc.).
Follows all IT standard processes and procedures along with monitoring license compliance while providing ways to also improve process and streamline tasks.