IT Support Engineer, Sonos

• The ideal candidate has a strong foundation in enterprise support, a genuine curiosity for troubleshooting issues across Windows, Mac, and Linux devices, and an eagerness to grow their skills in a collaborative environment
• This is a fast-paced role that requires excellent communication, a willingness to take ownership of tasks, and a focus on delivering efficient solutions
• Proven working experience in enterprise technical support, IT support, or as a technical engineer
• Experience with Windows, Mac OS, Linux, iOS, and Android
• Basic understanding of TCP/IP and WiFi technologies
• Experience with Okta, Atlassian, Slack, Google Workspace, and Microsoft
• Strong problem-solving skills
• Ability to troubleshoot PC hardware issues and applications
• Willingness to take ownership of tasks and see them through to completion, with support from the team when needed
• Excellent communication skills, both written and verbal
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Highly self-motivated and detail oriented
• Exceptional customer service orientation for both internal and external customers
• Experience working in a team-oriented, collaborative environment
• Ability to work non-standard hours, holidays, and weekends, and participate in on-call rotation
• 10% travel required
• Qualified applicants must be able to work from an office location
• Research shows that candidates from underrepresented backgrounds often don’t apply for roles if they don’t meet all the criteria. If you don’t have 100% of the skills listed, we strongly encourage you to apply if interested

Desirable

• As an IT Engineer on our Global IT Operations team, you’ll be a frontline technician providing hands-on technical support for our employees worldwide
• You’ll resolve problems related to applications and network connectivity while developing experience with enterprise collaboration platforms
• Desktop & Application Support:
• Monitor the desktop support queue in Jira Service Management for incoming tier 1 & 2 level tickets and participate in a shift schedule for responding to and dispositioning tickets, including a daily on-call rotation during normal working hours and a rotating weekend support schedule
• Resolve common hardware issues pertaining to laptops, printers, peripherals, and mobile devices. Image laptops for deployment and decommission deprecated equipment. Manually install requested software
• Basic admin level support within our main collaboration toolset — Jira, Confluence, Google Workspace, Slack & Zoom — as well as configuration work within Okta and Active Directory
• Use internal and external tools to deploy supported software
• Troubleshoot and respond to incidents and provide repair services to maintain operations
• Prioritize and address major incidents, outages, and requests
• Perform routine installations and smaller projects as needed
• Daily in-office support
• Technical Solution Design:
• Contribute ideas for infrastructure-related improvements at local and remote sites under the guidance of senior engineers
• Participate in the creation of self-service materials for use by the rest of the company, such as KB articles and self-help videos
• Assist with creating and auditing documentation to help ensure it remains up to date
• People Support:
• Perform new hire desk setups and moves
• Perform onboard/offboard activities and licensing for user accounts, including legal holds
• Handle account management and access to systems as well as account maintenance and cleanup according to established processes
• Facilities and Inventory Support:
• Work with local vendors to schedule RMAs, repairs, and replacements
• Ensure all delivered inventory matches POs, maintain received goods listing, and keep sufficient IT and AV inventory levels
• Perform regular IDF/MDF maintenance
• AV Support:
• Actively maintain conference room equipment, execute preventative maintenance, and troubleshoot AV/VC infrastructure and equipment issues
• Support the AV team with regular hardware and software upgrades
• Maintain and support Open Area Players deployed throughout the office spaces

• Your profile will be reviewed and you'll hear from us once we have an update. At Sonos we take the time to hire right and appreciate your patience