Sony Operations Support Specialist 

United States, California, Santa Monica 

824190497

Be a part of an organization that is creator first. Committed to fueling excellence and always imagining more, while fostering a supportive culture, one where we elevate each other and act responsibly.

You will facilitate the internal operations of the department to ensure they run smoothly. You’ll be responsible for routing service desk tickets to the appropriate team members, managing inventory and orders for department equipment, codifying processes into documentation, administering account access, and handling department communications to other teams or the company at large.
What You’ll Do: (

• Review incoming tickets and provide first response, with an eye to connect users to documentation when available.

• Route tickets to the appropriate department team member or escalate to development teams for resolution.

• Look for common issues and identify candidates for documentation or knowledge base articles.
  

• Work closely with the Digital Content Associate to keep track of stock levels of hard drives and hard drive shipping supplies.

• Proactively request and order new inventory of hard drives and other branded supplies.

• Partner with the Digital Content Associate to ensure mastered hard drives are available for in-office pickup.

• Arrange deliveries of mastered hard drives, as necessary, in collaboration with the Digital Content Associate.

• Routinely check department equipment (e.g., the hard drive duplicator and S3 mirror) to ensure it is functioning as intended, flag issues, and arrange for replacement or service as needed.
  

• Create and maintain documentation for department practices, procedures, or other issue areas, with an aim to eliminate information silos throughout the business.

• Document and distribute minutes of critical meetings as well as change logs or summaries of major platform updates (e.g., new website builds or CRM features).

• Coordinate with all team members to ensure their processes are formally documented.

• Write documentation or knowledge base articles in response to common issues arising from service desk.

• Create any necessary issues or specifications in Jira as needed by team members or developers.
  

• Provision accounts for Extreme systems, especially for new employees.

• Partner with Sony/SMP IT as necessary to request new licenses or to troubleshoot licensing issues.

• Coordinate with the Office Manager to keep track of all department subscriptions, card charges, and invoices.
  

Who You Are: (

• Excellent communication, interpersonal, and organizational skills.

• Excellent problem-solving skills.

• Ability to communicate technical ideas or problems succinctly and understandably to non-technical people, both verbally and in writing.

• Excellent attention to detail with the ability to work at a fast pace, prioritize, and multitask without sacrificing quality.

• Strong cross-platform experience with the ability to work smoothly on both macOS and Windows.

• Familiarity with Jira/Confluence is a plus.

• College degree or equivalent.

• Must be authorized to work in the United States

• 7.5-hour business workday but variations in work volume frequently require extending working hours for evening and late-night events.
  

What We Give You:

• You join an inclusive, collaborative and global community where you have the opportunity to fuel the creative journey

• A modern office environment designed to foster productivity, creativity, and teamwork

• An attractive and comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching

• Voluntary benefits like company-paid identity theft protection and resources for pets, mental health and meditation resources, industry-leading fertility coverage, fully paid leave for childbirth or bonding, fully paid leave for caregivers, programs for loved ones with developmental disabilities and neurodiversity, subsidized back-up child and elder care, and reimbursement for adoption, surrogacy, tuition and student loans

• We invest in your professional growth & development

• Flexible Time Off

• Time off for a winter recessDISCLAIMER: The anticipated annual base salary for this position is $50,000-$60,000. This range does not include any other compensation components or other benefits that an individual may be eligible for. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

SMP has good cause to conduct a background investigation because honesty, trustworthiness and ethical conduct are material requirements for the performance of the responsibilities of this position.