Engineering Services Support Engineer

About Sony Interactive Entertainment

Sony Interactive Entertainment (SIE) is renowned for delivering innovative entertainment experiences through the PlayStation brand. As a subsidiary of Sony Group Corporation, SIE combines cutting-edge technology with creative excellence supporting a global community of over 100 million users. Our team focuses on providing both hardware and network services, maintaining a high standard of entertainment quality.

Role Overview

We are seeking a proactive and inquisitive Engineering Services Support Engineer to serve as the primary technical support expert for our expanding office in Dublin, Ireland. This position entails supporting a team mainly composed of seasoned software developers while working closely as part of our established IT department located in Bristol. The role emphasizes independence in managing the local IT environment alongside maintaining coordination with the broader IT infrastructure team.

Key Responsibilities

• Deliver comprehensive first and second-line support for Dublin staff, handling issues from initial contact through full resolution while keeping stakeholders informed.
• Provide support for Windows 11 and MacOS devices and software, with opportunities to increase proficiency in Linux systems.
• Manage service desk incidents and requests efficiently, ensuring proper ticket prioritization and thorough resolution documentation.
• Coordinate setup for new employees, oversee device lifecycle management, office moves, hardware troubleshooting, and maintain precise asset records.
• Establish trusted relationships with a technically skilled developer community, communicating complex technical issues clearly and effectively.
• Maintain and organize development kits by tracking their status and location, performing authorized firmware updates, and responding to developer requirements.
• Utilize SSH and diagnostic tools to connect with devices for thorough hardware and software issue investigation.
• Employ device management solutions for client and patch management, performing vulnerability assessments and ensuring remediation actions are completed and documented.
• Develop and maintain technical process documentation, troubleshooting guides, and knowledge base articles using Confluence.
• Collaborate with the Bristol team, escalating issues beyond the second line to the Infrastructure team while retaining overall ownership and assisting with broader service desk tasks as needed.

Preferred Qualifications and Skills

• Experience in an IT support or service desk role with understanding of ticket handling and customer service processes.
• Strong troubleshooting abilities with Windows 11 and MacOS operating systems.
• A keen interest in developing skills related to DevOps tools and automation.
• Analytical and structured problem-solving approach based on diagnosing symptoms and evidence.
• Solid knowledge of core networking technologies and fundamentals.
• Comfortable working with both hardware and software components.
• Excellent communication skills, sound judgment, and a strong ownership mindset towards supporting teams and services.
• Self-motivated, highly organized, capable of managing multiple priorities with minimal supervision.

Additional Advantageous Experience

• Hands-on experience supporting Linux environments.
• Familiarity with SSH, command-line tools, and log interpretation.
• Basic scripting or automation capabilities.
• Exposure to development kits, embedded devices, test labs, or specialized technical hardware.
• Understanding of software development workflows and tools used in development teams.
• Knowledge of DevOps methodologies and containerization technologies such as Docker or Kubernetes.
• Experience with Jira Service Management, KACE, Qualys, Confluence, or similar platforms.
• Exposure to endpoint management, software deployment, patching, and vulnerability remediation activities.

Why Join Us

• Opportunity to significantly enhance the daily working environment of a growing office.
• Diverse technical environment encompassing end-user computing, networking, specialist hardware, and security operations.
• Local ownership with support from an experienced and established IT team.
• Chance to influence and improve IT support processes amid office expansion.

Compensation and Benefits

Base salary range is €53,100 to €79,700 with eligibility for bonus and comprehensive benefits. Benefits include paid time off, wellness programs, and exclusive employee discounts on Sony products. The base pay varies based on hybrid work policy, location, knowledge, skills, and experience.

Additional Information

Sony Interactive Entertainment conducts background checks at the offer stage, which may include criminal background verification. We are an Equal Opportunity Employer and consider applications without discrimination. We promote an inclusive, diverse workforce and welcome all applicants, including those with arrest and conviction records.