IT Support Coordinator (Contract Role)

Why Sony Interactive Entertainment?

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.

IT Support Coordinator (Contract Role)

Los Angeles, CA

*12-month contract

The IT Support Coordinator is capable of prioritizing, triaging and being the first point of contact for tickets in the IT Support queue. Organization and customer service skills are key in this role.

RESPONSIBILITIES

• Coordination with IT Support to balance workload.
• Monitor queues of staff for issues needing responses.
• Monitor unassigned queue to ensure prompt responses within SLA.
• Communicate with customers as required: gathering additional information, informing them of changes.
• Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
• Escalate service requests to appropriate teams as necessary.
• Assists in day-to-day IT queue support operations with some supervision
• Provide first-level basic support for end user issues
• A point of contact to the customer for all types of service requests.
• Maintains documentation with updates and changes
• Triage service requests to address urgency and scope of impact.
• Update KPI Dashboards weekly.
• Develops and reports on JIRA dashboard analytics to drive support performance improvements
• Work across other studios to bring ticket handling improvements and optimization across PSS

REQUIRED SKILLS

• Basic computer and operating system skills
• Must be able to learn quickly in a highly technical, fast paced and deadline intensive environment
• Excellent written and oral communication skills are required
• Experience in a role involving direct customer contact (internal and external customers)
• Ability to work in a team and communicate effectively.
• Experience with Jira Service Management or other IT Service Management (Ticketing) tools

NICE-TO-HAVE SKILLS

• CompTIA A+ Certification
• Self-starter and ability to work with limited supervision
• Degree in an IT associated field of study

Please note, Sony Interactive Entertainment conducts background checks at the offer stage for all new employees (which may include criminal background checks for some roles) and will need to process personal information to support these checks.

Please refer to our Candidate Privacy Notice for more information about what personal information we collect, how we use it, who we share it with, and your data protection rights.

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, maternity or parental status, 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. 

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