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 Play Station Network, Sony creates and delivers more entertainment experiences to more people than anyone else on earth.

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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.

This role requires 5 days per week onsite in our NYC office.

• 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 "Tech Time" 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.
• Resolve 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.
• Collaborate 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.
• Provide 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.

• Provides support for Office 365 tools and communicates best practices for use…