Sony Corporation of America is hiring a Device Experience Administrator to manage core global IT functions while providing expert local support. This role is essential for overseeing service incidents and requests, ensuring SLA compliance, and delivering support for a broad technology stack including Microsoft 365, Windows, Active Directory, and Azure. You'll join the Global Information Systems & Communications team, reporting to the Head of Device Experience.
What You'll Do
- Respond to help requests via phone and work orders, documenting all actions in the ticketing system.
- Prioritize and schedule incidents using the TechTime booking system and escalate as needed.
- Troubleshoot and resolve OS, hardware, software, and network issues for desktops, laptops, mobile devices, printers, and AV equipment.
- Perform installations, configurations, upgrades, and maintenance of end-user devices and Microsoft 365 applications while managing inventory.
- Support end users on technology questions and policies and develop knowledge base articles.
- Provide remote and on-site support, including for VIP users, handling enterprise printing, mobile device support, and VoIP/Teams meeting room devices.
- Follow IT procedures, monitor license compliance, and suggest process improvements.
- Manage, configure, and troubleshoot device policies, profiles, and deployments with Intune, Windows Autopilot, and application packaging.
- Maintain technical documentation and develop automation scripts for endpoint management.
- Ensure all devices comply with security standards before network access and manage devices using MDM/MFA platforms.
- Perform security updates, handle encryption tools, and grant admin access as appropriate.
- Support remote access setups with VPN, configure accounts, and assist with remote printing.
- Troubleshoot remote issues using diagnostic techniques and effective communication.
What We're Looking For
- Minimum 3 years of hands-on IT experience with Azure AD, On-Premises Active Directory, O365, Windows 10, DNS/DHCP, and Microsoft Authenticator.
- 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).
- Proficiency with Windows 10/11, Mac OS X, Office 365, Microsoft 365 apps, and core diagnostic utilities.
- Understanding of Microsoft patching cycles and policies.
- Experience with desktop and mobile device management, automation tools, and real-time analytics.
- General knowledge of supporting Apple OSX and iOS, including imaging Macs and setting up mobile devices.
- Understanding of Configuration Management, MDM, and Deployment methods with SCCM.
- Experience with multi-factor authentication and mobility services using MFA and Intune.
- Experience with an IT Service Management ticketing system using Remedy Helix.
- Experience performing installs, moves, adds, changes, and decommissioning of computer equipment, including Data and Application Recovery.
- Knowledge of using remote management tools such as LogMeIn and GotoAssist.
- Prior experience working in a customer service environment, support center, or desktop support.
- Strong written and oral communication skills.
- 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.
- Must be eligible to work unrestricted in the USA.
- Quick learner with strong analytical, problem-solving, and multi-tasking abilities.
- Excellent customer service, communication, and teamwork skills; adaptable, detail-oriented, and proactive.
- Ability to plan and prioritize work while responding to rapidly changing priorities.
- Team player who enjoys working collaboratively as well as independently.
- Able to interact with clients and colleagues at all organizational levels.
Nice to Have
- Bachelor’s degree in Computer Science and two years or more related work experience; significant relevant experience can be substituted.
- ITIL V3 Certification.
- Active Help Desk Institute (HDI) Desktop Support Technician (DST) Certification with experience using the Remedy Ticketing system.
Technical Stack
- Core Platforms: Microsoft 365, Windows, Active Directory, Azure, Intune, Windows Autopilot
- MDM/MFA Platforms: Intune, ABM, Microsoft Authenticator, RSA SecurID
- Security Tools: FireEye, Qualys, CrowdStrike
- Encryption Tools: BitLocker, FileVault
- VPN & Remote Access: Cisco AnyConnect, Citrix
- Other Key Tools: PrinterLogic, SCCM, Microsoft Copilot, Nexthink, Remedy Helix, LogMeIn, GotoAssist
Team & Environment
You will be part of the Global Information Systems & Communications team, reporting directly to the Head of Device Experience. Our environment and culture promote Diversity, Equity, and Inclusion, and we are committed to creating an inclusive employee experience aligned with Sony's purpose to 'fill the world with emotion through the power of creativity and technology'.
Benefits & Compensation
- Compensation: $90,000 to $95,000 annual salary plus an annual incentive bonus.
- Comprehensive medical, prescription drug, dental, and vision coverage with HSA and FSA access.
- Employee assistance plan and comprehensive behavioral health benefits.
- Fertility benefits, including surrogacy, and adoption assistance programs.
- Basic and supplemental life insurance.
- 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.
- Time off to include vacation, paid holidays, sick leave, Summer Fridays, and a winter break.
- Referral bonuses.
- Matching gift program.
- Employee business resource groups (EBRGs).
- Special discounts on Sony products.
- Employee stock purchase plan (Sony covers commissions and fees).
Work Mode
This is a hybrid position based in Paramus, NJ.
Sony Corporation of America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any basis protected by applicable federal, state, or local law, ordinance, or regulation.
