Senior IT Support Specialist

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. 
 
As a Senior IT Support Specialist, you will bridge the gap between Tier 2 support and engineering escalation groups - like Client Platform Engineering, Networking, and Business Applications teams - combining expert technical troubleshooting with a focus on automation, analytics, and digital experience optimization. You’ll play a leading role in driving proactive improvements across the employee technology environment, leveraging ITXM platforms such as Nexthink to identify trends, improve reliability, and enhance employee productivity. 
 
This is a hands-on, senior technical position requiring strong people skills, scripting capability, and the ability to influence service improvement across global teams. 

Key Responsibilities 

• Deliver advanced Tier 2 technical support, ensuring timely, accurate resolution of incidents and service requests. 

• Serve as an escalation point for complex technical issues spanning Windows, macOS, and Linux platforms. 

• Use ITXM/DEX tools (Nexthink, Tanium, or similar) to analyze performance data, identify user experience trends, and implement proactive remediation measures. 

• Develop and maintain automation scripts (PowerShell, Bash, or Python) to streamline IT workflows, system configuration, and reporting. 

• Collaborate closely with Client Platform Engineering, Global IT, and Security teams to align standards, automate processes, and improve endpoint performance. 

• Support and help manage enterprise systems including Intune, JAMF Pro, Active Directory, and Microsoft 365. 

• Lead or 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. 

• 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, building automations, and enhancing employee experience through data-driven insights. You’re comfortable operating independently while collaborating across 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 Tier 2 or Tier 3 responsibilities. 

• Deep technical knowledge of Windows, macOS, and Linux administration. 

• Strong automation and scripting expertise in PowerShell, Bash, or Python. 

• Hands-on experience with modern device management tools such as Intune and JAMF Pro. 

• Practical experience with ITXM/DEX platforms (Nexthink, Tanium, or similar) for analytics and proactive support. 

• Strong understanding of 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 

• Experience with virtualization or cloud platforms (vSphere, Azure, AWS). 

• Exposure to developer tooling (GitHub, CI/CD pipelines, SaaS platforms). 

• Background in IT enablement or productivity engineering initiatives. 

• ITIL Foundation certification or higher. 

• Familiarity with endpoint analytics and Zero Trust principles. 

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.