Engineering Services Support Engineer
<div class="content-intro"><p><strong>Why Sony Interactive Entertainment?</strong></p>
<p>Sony Interactive Entertainment isn’t just the Best Place to Play — it’s also the Best Place to Work. Sony Interactive Entertainment (SIE) is the company behind the PlayStation brand. As a subsidiary of Sony Group Corporation, we’re part of a proud legacy of innovation and excellence. SIE is a dynamic technology company, delivering cutting-edge hardware and network services to more than 100 million people and an entertainment leader, home to some of the most beloved and recognizable intellectual properties (IP) in the world. Our role at SIE is to create and nurture the experiences under the PlayStation brand, a name synonymous with entertainment excellence and creativity.</p></div><h2><span style="font-size: 12pt;"><strong><span data-contrast="none">Engineering Services Support Engineer</span></strong></span></h2>
<p><span style="font-size: 12pt;"><span data-contrast="none"><span data-ccp-parastyle="Lead" data-ccp-parastyle-defn="{"ObjectId":"da0c6ca9-a2f7-56ea-a648-1d3aabeb5ce1|1","ClassId":1073872969,"Properties":[469775450,"Lead",201340122,"2",134233614,"true",469778129,"Lead",335572020,"1",201342448,"3",469777841,"Aptos",469777843,"",469777844,"Aptos",469769226,"Aptos",335551500,"6108695",268442635,"23",335551547,"1033",335559740,"269",201341983,"0",335559739,"180",201342446,"1",201342447,"5",201342449,"1",469777842,"",201341986,"1"]}">SIE is looking for a practical, curious Engineering Services Support Engineer to become the go-to person for technology support in our growing Dublin office. You will support </span><span data-ccp-parastyle="Lead">a small but growing team</span><span data-ccp-parastyle="Lead"> - primarily experienced software developers</span><span data-ccp-parastyle="Lead">, </span><span data-ccp-parastyle="Lead">while working as a fully integrated member of our Bristol-based IT T</span><span data-ccp-parastyle="Lead">eam</span><span data-ccp-parastyle="Lead">.</span> <span data-ccp-parastyle="Lead">This role will suit </span><span data-ccp-parastyle="Lead">a self-starter</span><span data-ccp-parastyle="Lead"> who is excited by the autonomy and responsibility of owning a local IT environment while </span><span data-ccp-parastyle="Lead">remaining</span> <span data-ccp-parastyle="Lead">closely connected</span><span data-ccp-parastyle="Lead"> to an established team in Bristol.</span></span><span data-ccp-props="{"201341983":0,"335559739":180,"335559740":269}"> </span></span></p>
<p><span style="font-size: 12pt;"><strong><span data-contrast="none">The opportunity: </span></strong><span data-contrast="none">This is broader than a traditional desktop-support role. Alongside first- and second-line support, you will help maintain business-critical development kits, keep the local IT environment organised.</span><span data-ccp-props="{"335559739":0}"> </span></span></p>
<p> </p>
<p><strong><span style="font-size: 12pt;"><span data-contrast="none"><span data-ccp-parastyle="heading 1">What </span><span data-ccp-parastyle="heading 1">you’ll</span><span data-ccp-parastyle="heading 1"> be doing:</span> </span><span data-ccp-props="{"134245418":true,"134245529":true,"335559738":360,"335559739":80}"> </span></span></strong></p>
<ul>
<li><span style="font-size: 12pt;"><span data-contrast="none"><span data-ccp-parastyle="List Bullet">Own the full range of first and second-line support for Dublin colleagues, taking issues from first contact through to resolution and keeping people informed throughout.</span></span><span data-ccp-props="{"201341983":0,"335559685":446,"335559739":70,"335559740":254,"335559991":245,"469777462":[360],"469777927":[0],"469777928":[8]}"> </span></span></li>
<li><span style="font-size: 12pt;"><span data-contrast="none"><span data-ccp-parastyle="List Bullet"> </span><span data-ccp-parastyle="List Bullet">Support Windows 11 </span><span data-ccp-parastyle="List Bullet">& Mac</span><span data-ccp-parastyle="List Bullet"> OS</span> <span data-ccp-parastyle="List Bullet">devices and applications, with opportunities to use and grow your Linux knowledge.</span></span><span data-ccp-props="{"201341983":0,"335559685":446,"335559739":70,"335559740":254,"335559991":245,"469777462":[360],"469777927":[0],"469777928":[8]}"> </span></span></li>
<li><span style="font-size: 12pt;"><span data-contrast="none"><span data-ccp-parastyle="List Bullet">Manage incidents and requests </span><span data-ccp-parastyle="List Bullet">in</span> <span data-ccp-parastyle="List Bullet">the service desk</span><span data-ccp-parastyle="List Bullet">, keeping tickets </span><span data-ccp-parastyle="List Bullet">accurate</span><span data-ccp-parastyle="List Bullet">, </span><span data-ccp-parastyle="List Bullet">prioritised</span><span data-ccp-parastyle="List Bullet"> and moving through to a clear resolution.</span></span><span data-ccp-props="{"201341983":0,"335559685":446,"335559739":70,"335559740":254,"335559991":245,"469777462":[360],"469777927":[0],"469777928":[8]}"> </span></span></li>
<li><span style="font-size: 12pt;"><span data-contrast="none"><span data-ccp-parastyle="List Bullet">Set up equipment for new starters, manage device</span><span data-ccp-parastyle="List Bullet"> lifecycle,</span><span data-ccp-parastyle="List Bullet"> moves and changes, troubleshoot hardware and peripherals, and </span><span data-ccp-parastyle="List Bullet">maintain</span> <span data-ccp-parastyle="List Bullet">accurate</span><span data-ccp-parastyle="List Bullet"> asset records.</span></span><span data-ccp-props="{"201341983":0,"335559685":446,"335559739":70,"335559740":254,"335559991":245,"469777462":[360],"469777927":[0],"469777928":[8]}"> </span></span></li>
<li><span style="font-size: 12pt;"><span data-contrast="none"><span data-ccp-parastyle="List Bullet">Build trusted relationships with a technically experienced developer community and translate complex issues into clear, useful updates.</span></span><span data-ccp-props="{"201341983":0,"335559685":446,"335559739":70,"335559740":254,"335559991":245,"469777462":[360],"469777927":[0],"469777928":[8]}"> </span></span></li>
<li><span style="font-size: 12pt;"><span data-contrast="none"><span data-ccp-parastyle="List Bullet">Maintain and </span><span data-ccp-parastyle="List Bullet">organise</span><span data-ccp-parastyle="List Bullet"> our development kits, including tracking their location and status, managing the physical layout, completing approved firmware </span><span data-ccp-parastyle="List Bullet">updates</span><span data-ccp-parastyle="List Bullet"> and fulfilling developer requests.</span></span><span data-ccp-props="{"201341983":0,"335559685":446,"335559739":70,"335559740":254,"335559991":245,"469777462":[360],"469777927":[0],"469777928":[8]}"> </span></span></li>
<li><span style="font-size: 12pt;"><span data-contrast="none"><span data-ccp-parastyle="List Bullet">Use SSH and diagnostic tools to connect to devices and help investigate issues across both hardware and software.</span></span><span data-ccp-props="{"201341983":0,"335559685":446,"335559739":70,"335559740":254,"335559991":245,"469777462":[360],"469777927":[0],"469777928":[8]}"> </span></span></li>
<li><span style="font-size: 12pt;"><span data-contrast="none"><span data-ccp-parastyle="List Bullet">Use </span><span data-ccp-parastyle="List Bullet">device management solutions</span><span data-ccp-parastyle="List Bullet"> for client and patch management and vulnerability-management activities, investigating exceptions and helping ensure remediation work is completed and </span><span data-ccp-parastyle="List Bullet">evidenced</span><span data-ccp-parastyle="List Bullet">.</span></span><span data-ccp-props="{"201341983":0,"335559685":446,"335559739":70,"335559740":254,"335559991":245,"469777462":[360],"469777927":[0],"469777928":[8]}"> </span></span></li>
<li><span style="font-size: 12pt;"><span data-contrast="none"><span data-ccp-parastyle="List Bullet">Create and update process documentation, troubleshooting guidance and knowledge articles in Confluence.</span></span><span data-ccp-props="{"201341983":0,"335559685":446,"335559739":70,"335559740":254,"335559991":245,"469777462":[360],"469777927":[0],"469777928":[8]}"> </span></span></li>
<li><span style="font-size: 12pt;"><span data-contrast="none"><span data-ccp-parastyle="List Bullet">Work closely with colleagues in Bristol, escalating third-line issues to the </span><span data-ccp-parastyle="List Bullet">Infrastructure</span><span data-ccp-parastyle="List Bullet"> team while </span><span data-ccp-parastyle="List Bullet">retaining</span><span data-ccp-parastyle="List Bullet"> ownership and helping with the wider service desk queue when needed.</span></span><span data-ccp-props="{"201341983":0,"335559685":446,"335559739":70,"335559740":254,"335559991":245,"469777462":[360],"469777927":[0],"469777928":[8]}"> </span></span></li>
</ul>
<h2><strong><span style="font-size: 12pt;"><span data-contrast="none">What we’re looking for:</span><span data-ccp-props="{"335559739":110}"> </span></span></strong></h2>
<ul>
<li><span style="font-size: 12pt;"><span data-contrast="none"><span data-ccp-parastyle="List Bullet">Experience in a service desk, desktop </span><span data-ccp-parastyle="List Bullet">support</span><span data-ccp-parastyle="List Bullet"> or IT support environment, with a good understanding of ticket ownership and support processes.</span></span><span data-ccp-props="{"201341983":0,"335559685":446,"335559739":70,"335559740":254,"335559991":245,"469777462":[360],"469777927":[0],"469777928":[8]}"> </span></span></li>
<li><span style="font-size: 12pt;"><span data-contrast="none"><span data-ccp-parastyle="List Bullet">Strong, hands-on Windows 11</span><span data-ccp-parastyle="List Bullet"> & MacOS</span><span data-ccp-parastyle="List Bullet"> troubleshooting skills.</span></span><span data-ccp-props="{"201341983":0,"335559685":446,"335559739":70,"335559740":254,"335559
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