IT Support Specialist
About this role
Why Sony Interactive Entertainment?
Sony Interactive Entertainment isn’t just the Best Place to Play — it’s also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, we’re part of a proud legacy of innovation and excellence. SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. Our role at SIE is to create and nurture the experiences under the PlayStation brand, a name synonymous with entertainment excellence and creativity.
Role Overview:
The IT Service & Support team at Sony Interactive Entertainment (SIE) is driven by a passion for redefining what world-class employee experience looks like. Our mission is to set new global standards for how IT empowers people to create, collaborate, and innovate. We’re obsessed with delivering seamless, secure, and intelligent digital experiences that not only support productivity but inspire it. This role demands curiosity, enthusiasm, and an unshakable drive to raise the bar for service excellence - every day, in every interaction.
You will work within the IT Engineering Support team. Our primary mission is to remove friction in daily workflows, providing excellent customer service with end-to-end ownership of issues, and identifying knowledge gaps across teams. We operate at the intersection of IT support and engineering, ensuring our internal engineering community has a seamless and empowering user experience. This is a hands-on technical role that combines strong problem-solving with good people skills and the ability to support service improvements across global teams.
The ideal candidate will also have an interest in automation and scripting, with the ability to identify opportunities to improve operational efficiency through tooling and process enhancement.
What you'll be doing:
- Deliver advanced Tier 2 technical support, acting as a senior escalation point for complex and high-impact issues across Windows, macOS, and Linux platforms.
- Contribute to and utilise automation (PowerShell, Bash, Python) to improve efficiency and reduce manual effort in support activities.
- Identify opportunities to streamline operational processes through scripting, automation, and workflow improvements.
- Collaborate closely with Client Platform Engineering, Global IT, and Security teams to align standards, automate processes, and improve endpoint performance.
- Provide support across enterprise systems such as Intune, JAMF Pro, Active Directory, and Microsoft 365.
- Contribute to project management activities, including planning, coordination, and deployment of new technologies or service improvements.
- Create and maintain technical documentation, automation runbooks, and knowledge base content for internal IT teams.
- Assist with maintaining and improving operational tooling, scripts, and support processes used by the Engineering Support team.
- Mentor Tier 1 and Tier 2 support engineers, fostering technical growth and service excellence.
- Ensure compliance with SIE’s Global Information Security Policy and uphold high standards of system security and data protection.
- Champion IT Service Management (ITSM) best practices to improve consistency, efficiency, and service quality across incident, request, and problem management processes.
What We’re Looking For:
A proactive, technically skilled professional who enjoys solving complex problems, contributing to automation efforts, and enhancing employee experience through data-driven insights. You’re comfortable working independently while collaborating with global IT and engineering teams.
Essential Skills and Experience:
- 5–8 years of experience providing IT support in a large, enterprise environment, including exposure to advanced Tier 2 or some Tier 3 responsibilities.
- Strong working knowledge of Windows, macOS, and Linux administration.
- Hands-on experience with modern device management tools such as Intune and JAMF Pro.
- Experience creating or maintaining scripts using PowerShell, Bash, Python, or similar scripting languages.
- Strong understanding of core networking, security, and storage fundamentals.
- Experience supporting Microsoft 365, Exchange/Outlook, and collaboration platforms.
- Working knowledge of Active Directory, Group Policy, and identity management concepts.
- Excellent communication and interpersonal skills, with a strong commitment to providing an exceptional employee support experience.
Desirable:
- Some exposure to virtualization or cloud platforms (vSphere, Azure, AWS).
- Exposure to developer tooling (GitHub, CI/CD pipelines, SaaS platforms).
- Experience in IT enablement or productivity engineering initiatives.
- Awareness of endpoint analytics and Zero Trust principles.
- Working knowledge of scripting and automation concepts in PowerShell, Bash, or Python.
- Familiarity with automation workflows, APIs, or operational tooling is beneficial.
- ITIL Foundation certification or higher.
Attributes:
- Employee-focused mindset with strong problem-solving and relationship-building skills.
- Analytical and detail-oriented approach with a passion for innovation and automation.
- Ability to manage multiple priorities and contribute to cross-functional projects.
- Collaborative team player who leads by example and drives continuous improvement.
At SIE, we consider several factors when setting each role’s base pay range, including the competitive benchmarking data for the market and geographic location.
Please note that the base pay range may vary in line with our hybrid working policy and individual base pay will be determined based on job-related factors which may include knowledge, skills, experience, and location.
In addition, this role is eligible for SIE’s top-tier benefits package that includes paid time off, wellness program and coveted employee discounts for Sony products. This role also may be eligible for a bonus package. Click here to learn more.
Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks.
Please refer to our Candidate Privacy Notice for more information about what personal information we collect, how we use it, who we share it with, and your data protection rights.
Equal Opportunity Statement:
Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy, maternity or parental status, trade union membership or membership in any other legally protected category.
We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.
Sony Interactive Entertainment is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.
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