IT Support Specialist

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.

Role Overview: As an IT Support Analyst, you will deliver IT support services for game development specialists across desktop support, service desk operations, and IT infrastructure. This includes game development kits, audio visual technology, and telephony. You will work closely with IT colleagues and development teams, taking ownership of day‑to‑day support tasks, resolving incidents, contributing to projects, and helping ensure a high‑quality support experience.

Key Responsibilities:

• Provide IT support services to game development teams
• Support the service desk by logging, updating, and resolving tickets within agreed upon SLAs
• Diagnose and resolve incidents involving desktops, laptops, peripherals, accounts and mobile devices.
• Contribute to desktop and infrastructure‑related projects, including workstation refreshes, software rollouts, office moves, hardware lifecycle management, and process improvements.
• Carry out installation and configuration of hardware, software and User Profiles + Groups
• Perform user onboarding, offboarding, device provisioning, account support, and access‑related tasks in line with company processes.
• Maintain strong working relationships with all Studio stakeholders
• Maintain service performance against SLAs and escalade or report issues where appropriate
• Maintain accurate documentation of support activities and solutions

What You’ll Be Doing:

• Applying knowledge of desktop security and asset management processes
• Manage Inventory and distributing IT peripherals as required
• Optimising desktop and workstation performance
• Supporting hardware and software selection processes
• Applying IT and information security policies in day‑to‑day support activities
• Ensuring services align with current security policies and standard
• Ensuring we keep our estate security compliant by managing vulnerabilities and keeping software up to date.

What We’re Looking For:

• Minimum 3+ years’ experience in an IT Support based role.
• Good working knowledge of Windows, with exposure to macOS (Linux desirable)
• Working knowledge of service desk operations and support processes (ServiceNow Knowledge desirable)
• Working experience with Desktop hardware issues
• Working experience with Active Directory, Group Policy, Entra and JAMF.
• Experience with Ivanti, VMWARE, Qualys and DOMO desirable.
• Good problem‑solving skills and attention to detail
• Strong communication and interpersonal skills
• Ability to prioritise tasks and work effectively under guidance
• A proactive, accountable, and customer‑focused mindset

Desirable (not essential):

• Basic awareness of infrastructure and network concepts (e.g., Storage, VMWARE, DNS, DHCP)
• Interest in the gaming or creative industry
• Awareness of ITIL or IT service management concepts

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.

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.