At Sonos we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As part of the Sonos team, you’ll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives.

This position is office-based, meaning regular in-person collaboration or use of office equipment is essential to maximize effectiveness for this team and/or position. Qualified applicants must live within commuting distance of our Shanghai office and should expect to be in office 5 days per week.

As an IT Engineer on our Global IT Operations team, you'll be a frontline expert providing hands-on technical support for our employees worldwide. The ideal candidate is a self-motivated problem-solver with a strong background in enterprise support and a knack for troubleshooting complex issues across Windows, Mac, and Linux devices. You'll resolve problems related to applications and network connectivity while using your experience with enterprise collaboration platforms. This is a fast-paced role that requires excellent communication, project ownership, and a focus on delivering efficient solutions.

What You’ll Do

Desktop & Application Support

• Monitor the desktop support queue for incoming tier 2 level tickets and participate in a shift schedule for responding to and dispositioning tickets. 

• Resolve common hardware issues pertaining to laptops, printers, peripherals, and 

• mobile devices. Image laptops for deployment and decommissions depreciated equipment. Manually install requested software. 

• Basic admin level support within our main collaboration toolset - Jira, Confluence, Google Workspace, Slack & Zoom as well as configuration work within OKTA and Active Directory

• Use internal and external tools to deploy supported software. 

• Troubleshoot/respond to incidents and provide repair services to maintain operations. 

• Prioritize and address incidents and requests

• Perform routine installations and smaller projects as needed

• Daily in-office support 

Technical Solution Design

• Provide input for infrastructure related improvements, in both local and remote sites and other assigned technical areas. 

• Participate in the creation of self-service materials for use by the rest of the company, e.g. KB articles and self-help videos. 

• Create and audit specific documentation to ensure that it is up to date

People Support

• Perform new hire desk setups and moves. 

• Perform onboard/offboard activities and licensing for user accounts, including legal holds. 

• Handle account management and access to systems as well as account maintenance and cleanup according to established processes.

Facilities and Inventory Support

• Work with local vendors to schedule RMA's, repairs and replacements. 

• Ensure all delivered inventory matches PO's, maintain received goods listing and sufficient IT and AV inventory levels. 

• Perform regular IDF/MDF maintenance.

AV Support

• Actively maintain conference room equipment, execute preventative maintenance and troubleshoot AV/VC infrastructure and equipment issues. 

• Support AV team with regular HW & SW upgrades. Maintain & support our Open Area Players deployed throughout the office spaces. 

What You’ll Need

Basic Qualifications

• Proven working experience in enterprise technical support, IT support or as a technical engineer.

• Experience with Windows, Mac OS, Linux, iOS and Android

• Basic understanding of TCP/IP and WiFi technologies.

• Admin Experienced Okta, Atlassian, Slack, Google Workspace and Microsoft.

• Strong problem-solving skills.

• Ability to troubleshoot PC hardware issues and application 

• Ownership of projects from concept to completion, effectively navigating ambiguity and delivering results.

• Excellent communication skills, both written and verbal

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Highly self-motivated and detail oriented.

• Exceptional customer service orientation for both internal and external customers.

• Experience working in a team-oriented, collaborative environment.

• Ability to work non-standard hours, holidays and weekends, and participate in on-call rotation.

• 10% Travel required

• Qualified applicants must be able to work from an office location

Preferred Qualifications

• Two or four-year degree in a technical discipline from an accredited college or university; experience can be substituted for a degree.

• Experience with Intune and/or JAMF.

• Experience working in an agile, sprint project oriented team environment

• Patching and/or scripting knowledge is a plus.

• Automation experience using industry standard tools 

• Industry standard certifications (CompTia, AWS, Microsoft, Apple etc) 

Your profile will be reviewed and you'll hear from us once we have an update. At Sonos we take the time to hire right and appreciate your patience.