Events Support Administrator

Job Description

Events Support Administrator (IT)

Why PlayStation?

Role: IT Support Administrator

Role Overview:

'SIE IT Service & Support – Europe' provides support services to the European user base. The broad computing environment runs Microsoft Windows as the core operating system for desktops, laptops and thin clients, integrated with Active Directory and Microsoft Windows Servers.

In addition, the team supports an expanding Apple Mac environment running MacOS on Apple iMac's and MacBook Pro's. As part of this expansion, Apple devices are enrolled under central management using JAMF Pro.

The objective of the team is principally to ensure Tier 2 support services are provisioned to the internal user base, aligned to the direction set by Global SIE IT.

The 'IT Administrator – Events Support' ensures events management and associated support is delivered effectively and efficiently within a culture of continual service improvement.

The role principally focusses on the provision of technical design, planning and support:
• at internal / company events
• at external / industry events
• to the SIE user base

The role requires clearance for domestic and international travel.

The wider team is responsible for request fulfilment and incident resolution of systems and services beyond the remit of the Global IT Service Desk. Core team objectives include:
• delivery of Tier 2 IT support to the internal SIEE business
• proactive alignment with global enterprise technical direction
• coordination of Service Readiness activities to ensure projects move seamlessly into support
• local asset management - control and full auditability across relevant site/s
• maintained focus on continual service improvement

What you'll be doing:
• Support of technical requirements for SIEE Press, Marketing & PR events across multiple territories
• Working closely with exhibition organisers, design agencies and contractors
• Support, plan and execute internal events (virtually and physically), including town halls, department conferences, software socials and employee network events
• Manage requirements from project inception through technical design, budget, build & delivery
• Investigate new technology & process to ensure best level of service at events, including network infrastructure, ICT & various PlayStation hardware & software platforms
• Establish and maintain strong working relationships at all levels within SIE, across the Sony Group & with external partners in order to facilitate collaboration & knowledge sharing at group wide events
• Travel to other SIEE sites and event locations as required

Additional responsibilities in line with the core IT Support function:
• Progression of Service Requests in accordance with policy and with a focus on customer service
• Proactive Incident resolution within SLA, working closely with 3rd line resolver groups
• Operational readiness activities for projects and new services transitioning to BAU support
• Utilisation of escalation procedures for Incident management focussing on timely resolution
• Security awareness in line with Global Information Security Policy and Global Information Security Standards
• Active participation in weekly team meetings and commitment to the global IT organisation
• Project support as required
• Workload and ticket/queue management
• Shared responsibility for the maintenance of knowledge articles

What we are looking for:

Do you love working in IT?

Are happy to work odd hours?

Can you juggle the demanding short-term focus of events alongside the standard support of the internal user base?

If you answered 'yes' to all three, then this could be the role for you!

We're looking for someone with a dynamic and proactive approach to event support; someone who can work autonomously but also pivot to take direction and work confidently in temporary teams put together to deliver against tight, fixed deadlines. Some who:
• is highly self-motivated
• is quick thinking and able to problem solve in demanding live environments
• has proven business acumen resulting in the ability to identify priorities and act accordingly

Technical Experience
• Strong understanding of PlayStation hardware including UI and retail/test/devkit consoles
• Ability to create and produce online events that are of high quality, engaging for the audience and always on brand
• Proven Tier 1&2 support experience within an enterprise environment
• Good working knowledge of Microsoft Windows 10 enterprise
• Good working knowledge of MacOS within corporate environments (desirable)
• Good working knowledge of the Microsoft Office Suite for Windows and MacOS
• Intermediate networking skills (TCP/IP, basic understanding of network topology including wireless protocols, switches, routers, firewalls etc).
• Basic understanding of Windows Command Line/PowerShell & Apple Scripting/BASH

Non-Technical Experience
• Exceptional business relationship management, up, down and across the organisation
• Ability to foster and maintain cooperation and communication across all functions of the SIE business
• Proven commitment to troubleshooting, diagnostics and root cause analysis
• Exceptional customer service and support focus

Qualifications
• Microsoft certification such as Win10 MCP MCITP, MCTS
• Apple certifications for MacOS such as ACSP ACTC

Benefits:
• Discretionary bonus opportunity
• BUPA Private Medical Insurance
• Dental Scheme
• London Allowance (if applicable)
• 25 days holiday per year
• Employee Assistance Programme
• Cycle to work scheme
• Free eye test and glasses voucher
• Competitive Pension – 5% employee contribution, 10% employer contribution

Additional benefits within the London office:
• On site Gym
• Subsidised Café
• Free soft drinks
• On site bar
• Access to cycle garage and showers

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 or maternity, 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.

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 or maternity, 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.

Jobcode: Reference SBJ-ro90n6-18-116-62-45-42 in your application.