Engineering Services Support Engineer

Sony Interactive Entertainment
Dublin
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Structured problem-solving","Analytical thinking","Judgment","Ownership","Organization","Prioritization","Self-driven"]

Own first- and second-line IT support for colleagues in Dublin, ensuring issues move from first contact to clear resolution while keeping tickets accurate. Support Windows 11 and macOS devices and applications, manage incidents in the service desk, and handle device lifecycle activities such as moves, changes, and troubleshooting. Maintain and organize development kits, track locations/status, perform approved firmware updates, and use SSH and diagnostics to investigate device issues. Contribute to knowledge articles in Confluence and partner with the Bristol Infrastructure team.

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FursaFursa
Sony Interactive Entertainment
Sony Interactive Entertainment
2 days ago

Engineering Services Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Own first- and second-line IT support for colleagues in Dublin, ensuring issues move from first contact to clear resolution while keeping tickets accurate. Support Windows 11 and macOS devices and applications, manage incidents in the service desk, and handle device lifecycle activities such as moves, changes, and troubleshooting. Maintain and organize development kits, track locations/status, perform approved firmware updates, and use SSH and diagnostics to investigate device issues. Contribute to knowledge articles in Confluence and partner with the Bristol Infrastructure team.
Location: Dublin
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Provide end-to-end first- and second-line support for Dublin colleagues, owning issues from first contact through resolution and keeping users informed.
  • •Support Windows 11 and macOS devices and applications, and manage incidents/requests in the service desk with accurate, prioritized tickets.
  • •Set up equipment for new starters, manage device lifecycle (moves/changes), troubleshoot hardware and peripherals, and maintain asset records.
  • •Maintain and organize development kits, tracking location/status, managing physical layout, completing approved firmware updates, and fulfilling developer requests.
  • •Use SSH and diagnostic tools to connect to devices, investigate hardware/software issues, and escalate third-line problems to the Infrastructure team when needed.

Key Requirements

  • •Experience in a service desk, desktop support, or IT support environment, with strong ownership of ticket handling and support processes.
  • •Strong, hands-on troubleshooting skills for Windows 11 and macOS devices and applications.
  • •Interest in developing skills in DevOps tools and automation.
  • •Structured problem-solving using symptoms and evidence to identify clear next steps.
  • •Good understanding of network foundations and core networking technologies, with confidence working across physical hardware and software.
Experience:IT supportService deskDesktop supportNetworkingDevOpsEndpoint management
Skills:CommunicationStructured problem-solvingAnalytical thinkingJudgmentOwnershipOrganizationPrioritizationSelf-driven
Languages:English
Tech Stack:Windows 11MacOSLinuxSSHConfluenceJira Service ManagementKACEQualysDockerKubernetesDevice managementPatch managementVulnerability managementNetworking

Company Brief

Sony Interactive Entertainment
Develops and publishes PlayStation hardware, software, and digital services, operating the PlayStation platform and ecosystem for gaming, entertainment, and network services worldwide.
Industry: Gaming
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: San Mateo, United States
Founded: 1993
WebsiteLinkedIn