Sony Electronics · 5 hours ago
Technology Field Engineer, End User Support
New York
Full-time
Onsite
Entry, Mid Level
$90K/yr - $95K/yr
2+ years expSony Corporation of America, located in New York, NY, is the U.S. headquarters of Sony Group Corporation. They are seeking a Technology Field Engineer to join the Global Information Systems & Communications team, responsible for managing service incidents and requests while ensuring customer satisfaction and technical issue resolution.
Consumer Electronics
Responsibilities
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
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 to improve processes and technologies
Provide project-based support on desktop applications, including installations, 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 management system
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
Qualification
Required
Preferred bachelor's degree in the field of Computer Science and two years or more related work experience; significant relevant experience can be substituted for formal education
ITIL V3 Certification preferred
Minimum 2-3 years of hands-on IT experience (Azure AD, On-Premises Active Directory, O365, Windows 10, DNS/DHCP, Microsoft Authenticator) as well as previous experience in Level 2-3 support
2+ years of physical telecom/network experience (Cat 5e/6 cabling, punch down and termination, network rack installation, cable testing and diagnosis, general network troubleshooting)
Knowledge of Windows 10/11 and Microsoft 365 tools and understanding of Microsoft patching cycles and policies, best practice processes
Understanding of Configuration Management, MDM (Mobile Device Management), and Deployment methods with SCCM
Experience with multi-factor authentication and mobility services using MFA and Intune
Prior experience working in customer service environment, support center or desktop support
Excellent computer and customer service and desktop skills with tact in dealing with demanding customers
Exceptional deployment methods include inventory control, security baselining, patching, software, and application deployments
Experience with an IT Service Management ticketing system using Remedy Helix
Perform installs, moves, add, changes and decommission of computer equipment including Data and Application Recovery
Knowledge of using remote management tools such as LogMeIn and GotoAssist
General knowledge of supporting Apple OSX and iOS with experience of imaging Macs and setting up Mobile devices
Ability to plan and prioritize work while responding to rapidly changing priorities
Strong written and oral communication skills
Team player who enjoys working collaboratively as part of a group as well as working independently to produce results
Due to the amount of client interaction - professionalism, punctuality, and a sense of urgency is required
Able to interact with clients and colleagues at all organizational levels
Able to work independently or in small teams
Ability to travel as needed to other Sony office locations
Must be able to accommodate a flexible work schedule that may include nights, weekends, or holidays as required
The position may require the ability to sit, stand, walk extended distances, bend, stoop, squat and lift up to 35 lbs
Preferred
Preferred to have an active Help Desk Institute (HDI) Desktop Support Technician (DST) Certification with experience using the Remedy Ticketing system (ARS)
Benefits
Comprehensive medical, prescription drug, dental, and vision coverage with coverage for spouses/domestic partners and child dependents, including access to a Health Savings Account (HSA) and Flexible Spending Account (FSA)
Employee assistance plan and comprehensive behavioral health benefits
Fertility benefits, including surrogacy, and adoption assistance programs
Basic and supplemental life insurance for employees as well as supplemental life insurance coverage for their spouses/domestic partners and children
Voluntary benefits such as group legal, identity theft protection, accident, and hospital indemnity insurance
Short-term & long-term disability plans
Paid parental and caregiver leave
401(k) Plan with pre-tax, Roth, and after-tax options and company match with immediate vesting
Education assistance and student loan programs
Flexible Work Arrangements, including remote and hybrid work schedules
Time off to include vacation, paid holidays, sick leave, Summer Fridays (early release), and a winter break between Christmas and New Year’s Day (based on business needs)
Referral bonuses (subject to eligibility)
Matching gift program
A wide variety of employee business resource groups (EBRGs)
Special discounts on Sony products, offered exclusively to Sony employees
Employee stock purchase plan (Sony covers commissions and fees for your Sony stock purchases made through after-tax payroll deductions)
Annual incentive bonus
Company
Sony Electronics
WE ARE SONY Our spirit of innovation and challenge has created those special moments that make people say ‘wow’.
10001+ employees
H1B Sponsorship
Sony Electronics has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (290)
2024 (258)
2023 (208)
2022 (279)
2021 (210)
2020 (213)
Funding
Current Stage
Late StageLeadership Team
Neal Manowitz
President and COO
Daniel (Dan) Dzuban
Head of US Partnerships, Global Business Alliances
Recent News
Live Design Online
2024-04-27
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