Technical Support Specialist

Job Description

Why PlayStation?

San Diego Studio – Technical Support Specialist

Why PlayStation? Why San Diego Studio?

If you would like to be a part of the team that brings Major League Baseball to life, then this is your chance! San Diego Studio, maker of MLB The Show, is looking to add a Tech Support Specialist to our All-Star line-up….''

We are looking for a Tech Support Specialist to join our award-winning team. As part of our team, you will have the opportunity to work with some of the most respected developers in the industry.

You will bring passion to the role of Tech Support Specialist, working on our Business Operations team & collaborating with our game development teams, we strive to create the best experience for our gamers, from the inside out.

Role Overview:

A career at PlayStation and San Diego Studio involves collaboration with some of the most talented people in the realm of interactive and digital entertainment. This role is an opportunity to work with San Diego Studio within our fast-paced Business Operations team, supporting operational & technical activities on the cutting edge of hardware and software experiences.

Team Collaboration:
• Weekly review of Tech Support Specialist activities with your Business Operation.
• Assist Biz Ops and IT team with set-up, maintenance, and release of Studio staff.
• Deliver training and support the development of Studio Staff.
• Provide equipment support for onboarding/offboarding of Studio employees, closely tracking custody chain. 
• Preplan with Studio and IT teams to assign/retrieve all Studio devices from/to stock. 
• Coordinate with mailroom for timely shipping of physical office equipment for remote employees. 
• Reach out to and confirm with the employee that all Studio-owned equipment, including computers, mobile devices, dev kits, office keys, etc, has been returned to the department.
• Provide strong customer service and technical know-how to Studio employees and management about SD Studio employee hardware needs. 
• Coordinate efforts with internal SIE departments and serve as an equipment liaison, ensuring shared equipment is delivered timely to maximize productivity.   

Asset Management:
• Asset tracking and auditing.
• Manage Service Now (SNow) inventory tracking system.  Keep a complete and updated list of all hardware assets, including user, location, and detailed equipment information
• Manage the daily operations for equipment stock.  Track, record, and coordinate with BizOps team members for equipment orders, adhering to budgetary targets. 
• Keep informed with how equipment is being used, demand, age, maintenance, whereabouts, and stock.  Forecast annual equipment needs and advise Studio management.
• Track equipment quality throughout the equipment's lifetime, make annual recommendations to Studio management for alternatives, including warranties & E-waste equipment at the end of the lifecycle.
• Maintain equipment, troubleshoot, and send out equipment for repairs as needed. 
• Asset and environment configuration.
• Ad-hoc event configuration.
• Troubleshoot equipment/software needs, treating employees with the utmost respect.
• Run a well-organized SD Studio equipment storage room(s) for productivity and efficiency. 

What we are looking for:
• The successful candidate will have an interest in IT support and service management. They hold strong communication skills and can provide frequent status updates on task progress.
• They will be able to liaise with internal and external teams and communicate effectively across the business. A high level of autonomy is also desirable due to being part of a small local team, along with the ability to prioritize activities in line with business needs.
• The ability to change gears effectively will be an advantage, moving seamlessly between routine tasks and 'fire-fighting' during ad-hoc events. Occasional flexibility regarding working hours may be accommodated/requested along with the possibility of occasional overtime.

Relevant skills, knowledge, and experience:
• Understanding of PC client workstation hardware, operating systems, applications, cellular devices and networking
• Ability to troubleshoot a wide range of moderately complex problems across both hardware and software
• Ability to work under limited direction, and independently for routine activities
• Ability to engage in regular cross functional and cross regional communication
• CompTia A+ equivalent proficiency desired
• ITILv4 Foundation certification or related proficiency desired
• Bachelor's degree or 2-3 years related IT professional experience preferred

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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.

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.

Jobcode: Reference SBJ-dy39yp-18-216-32-116-42 in your application.