We are seeking a Device Experience Administrator to join the Global Information Systems & Communications team. Reporting to the Head of Device Experience, this role manages core global functions and provides local support in Paramus. Key responsibilities include overseeing service incidents and requests, ensuring resolution according to SLAs, and offering expert support for Microsoft 365, Windows, Active Directory, and Azure. Ideal candidates are proactive, customer-focused, and thrive in fast-paced environments.
This position requires a Hybrid schedule with 3-4 days per week in the Paramus Office.
JOB RESPONSIBILITIES
IT Support
Respond to help requests via phone and work orders in a courteous, professional manner; document actions and resolutions in the ticketing system.
Prioritize and schedule incidents using the TechTime booking system for on-site or remote support; escalate as needed and track recurring issues.
Troubleshoot and resolve operating system, hardware, software, and network issues for desktops, laptops, mobile devices, printers, and AV equipment.
Perform installations, configurations, upgrades, and maintenance of end-user devices and Microsoft 365 applications; manage inventory and asset records.
Support end users on technology questions and policies; develop knowledge base articles and guides; contribute to process improvements and project rollouts.
Provide remote and on-site support, including VIP users; handle enterprise printing, mobile device support, and VoIP/Teams meeting room devices.
Follow IT procedures, monitor license compliance, and suggest process improvements.
Manage, configure, and troubleshoot device policies, profiles, and deployments with Intune, Windows Autopilot, and application packaging.
Maintain technical documentation and develop automation scripts to streamline endpoint management.
Security
Ensure all devices comply with security standards before network access; manage devices using MDM/MFA platforms (Intune, ABM, Microsoft Authenticator, RSA SecurID).
Perform security updates (FireEye, Qualys, CrowdStrike); handle encryption tools (BitLocker, FileVault); grant admin access as appropriate.
Remote Access
Support remote access setups with VPN (Cisco AnyConnect, Citrix), configure accounts, and assist with remote printing (PrinterLogic).
Troubleshoot remote issues using diagnostic techniques and effective communication.
QUALIFICATIONS FOR POSITION
Bachelor s degree in the field of Computer Science and two years or more related work experience is preferred; significant relevant experience can be substituted for formal education.
Minimum 3 years of hands-on IT experience (Azure AD, On-Premises Active Directory, O365, Windows 10, DNS/DHCP, Microsoft Authenticator) as well as previous experience in Level 2-3 support.
ITIL V3 Certification preferred.
2+ years of physical telecom/network experience (Cat 5e/6 cabling, punch down and termination, network rack installation, cable testing and diagnosis, general network troubleshooting).
Proficient with Windows 10/11, Mac OS X, Office 365, Microsoft 365 apps (Word, Excel, PowerPoint, Outlook, OneNote, Teams), and core diagnostic utilities (Active Directory, Entra ID/Azure AD, Intune, SCCM, OWA). Understanding of Microsoft patching cycles and policies, best practice processes.
Experience with desktop and mobile device management, automation tools, and real-time analytics (e.g., Microsoft Copilot, Nexthink).
General knowledge of supporting Apple OSX and iOS with experience of imaging Macs and setting up Mobile devices.
Understanding of Configuration Management, MDM (Mobile Device Management), and Deployment methods with SCCM.
Experience with muti-factor authentication and mobility services using MFA and Intune.
Experience with an IT Service Management ticketing system using Remedy Helix.
Experience performing installs, moves, add, changes and decommission of computer equipment including Data and Application Recovery.
Exceptional deployment methods include inventory control, security baselining, patching, software, and application deployments.
Knowledge of using remote management tools such as LogMeIn and GotoAssist.
Active Help Desk Institute (HDI) Desktop Support Technician (DST) Certification with experience using the Remedy Ticketing system (ARS) are preferred.
Prior experience working in customer service environment, support center or desktop support.
Strong written and oral communication skills.
Ability to travel as needed to other Sony office locations.
Must be able to accommodate a flexible work schedule that may include nights, weekends, or holidays as required.
The position may require the ability to sit, stand, walk extended distances, bend, stop, squat and lift up to 35 lbs.
Must be eligible to work unrestricted in the USA
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: cxbcsi
- Position Id: Job44525
- Posted 1 hour ago
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