Technology Field Engineer, End User Support

Location: New York

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:

Access software updates, drivers, knowledge base, internet searches to aid in problem resolution, and escalate any problems to our Teams chat channel for assistance.

Develop knowledge base articles and guides for end users. 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. Follows all IT standard processes and procedures along with monitoring license compliance, while providing ways to also improve process and streamline tasks. Knowledge &

Experience:

Experience with desktop operating systems including Microsoft 10/11 and Mac OS X 12/13.Extensive application support experience with Microsoft 365 which includes Word, Excel, PowerPoint, Outlook, One Note, and Teams and the ability to identify and learn appropriate software used and supported by the organization.

Working knowledge of a range of diagnostic utilities and systems including Active Directory, Azure AD (Active Directory), Intune, RSA, SCCM, OWA.Desktop knowledge must be of both Windows PC, and Apple Mac computers.

Knowledge of AI,

Experience with encryption and management tools using Bit Locker and File Vault.

Assisting with connecting from home using Cisco Any Connect VPN (Virtual Private Network) and/or Citrix. Must possess knowledge of VPN clients and troubleshooting.

Personal Attributes:
Ability to absorb and retain information quickly where you can distinguish recurring issues and provide input in stand-up meetings.

Keen to pay attention to details and proven analytical and problem-solving abilities.

Highly initiative-taking and directed to effectively prioritize and execute tasks in high-pressure environment.

Ability to articulate and present ideas in a user-friendly language.

Soft Skills:

Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions. Ability to manage multiple priorities. Ability to understand the client’s business problems and deliver solutions and recommendations to solve quickly and proactively. Excellent customer service, technical, organizational, and communication skills -- in person and on the phone; effective listening and team orientation.

Able to persuade, influence and negotiate with staff and vendors in critical situations. Honesty, trustworthiness and ethical conduct are material requirements for the responsibilities outlined above
** QUALIFICATIONS FOR POSITION*
* ** Your qualifications and experience should include:
** 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.

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.

Experience with muti-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.

Experience with an IT Service Management ticketing system using Remedy Helix. Knowledge of using remote management tools such as Log Me In  and Goto Assist.

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…