Sonos
ITSupportEngineer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“IT Support Engineer at Sonos. Skills: Enterprise technical support, IT support, Technical engineer, Windows, Mac OS, Linux, iOS, Android, TCP/IP, WiFi, Okta, Atlassian, Slack, Google Workspace, Microsoft. Provide hands-on technical support for employees worldwide. Monitor the desktop support queue in Jira Service Management for incoming tier 1 & 2 level tickets”
What You'll Achieve.
Realize our vision; Do the best work of their lives; Maximize effectiveness for this team and/or position; Deliver efficient solutions; Maintain operations
Industry & Context.
Genuine curiosity for troubleshooting issues; Problem-solving skills; Ability to troubleshoot PC hardware issues and applications
Must live within commuting distance of our Boston office, Expect to be in office 5 days per week, Ability to work non-standard hours, holidays, and weekends, Participate in on-call rotation, 10% travel required, Must be able to work from an office location, Authorized to work in the United States, both now and in the future
What They're Looking For.
Must Have
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, Experience with Okta, Atlassian, Slack, Google Workspace, and Microsoft, problem-solving skills, Ability to troubleshoot PC hardware issues and applications, Willingness to take ownership of tasks and see them through to completion, with support from the team when needed, 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
Nice to Have
Two or four-year degree in a technical discipline from an accredited college or experience can be substituted for a degree, Familiarity with Intune and/or JAMF is a plus, Industry standard certifications (CompTIA, AWS, Microsoft, Apple, etc. )
What You'll Do.
Provide hands-on technical support for employees worldwide
Monitor the desktop support queue in Jira Service Management for incoming tier 1 & 2 level tickets
Participate in a shift schedule for responding to and dispositioning tickets
including a daily on-call rotation during normal working hours and a rotating weekend support schedule
Resolve common hardware issues pertaining to laptops
Image laptops for deployment and decommission deprecated equipment
Manually install requested software
Basic admin level support within collaboration toolset
Configuration work within Okta and Active Directory
Use internal and external tools to deploy supported software
Troubleshoot and respond to incidents and provide repair services to maintain operations
Prioritize and address major incidents
Perform routine installations and smaller projects as needed
Daily in-office support
Contribute ideas for infrastructure-related improvements
Participate in the creation of self-service materials
Assist with creating and auditing documentation
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
Work with local vendors to schedule RMAs
Ensure all delivered inventory matches POs
maintain received goods listing
and keep sufficient IT and AV inventory levels
Perform regular IDF/MDF maintenance
Actively maintain conference room equipment
execute preventative maintenance
and troubleshoot AV/VC infrastructure and equipment issues
Support the AV team with regular hardware and software upgrades
Maintain and support Open Area Players deployed throughout the office spaces
How You'll Work.
Team & Collaboration
Collaborate with people of all styles, skill sets, and backgrounds; Foster a community where everyone feels included and empowered; Experience working in a team-oriented, collaborative environment; Support from the team when needed
Communication Scope
Excellent communication skills, both written and verbal
Full Job Description
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 role is located on-site at our Boston office. 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 Boston 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 technician providing hands-on technical support for our employees worldwide. The ideal candidate has a strong foundation in enterprise support, a genuine curiosity for troubleshooting issues across Windows, Mac, and Linux devices, and an eagerness to grow their skills in a collaborative environment. You’ll resolve problems related to applications and network connectivity while developing experience with enterprise collaboration platforms. This is a fast-paced role that requires excellent communication, a willingness to take ownership of tasks, and a focus on delivering efficient solutions. # ****What You’ll Do**** ## ****Desktop & Application Support**** * Monitor the desktop support queue in Jira Service Management for incoming tier 1 & 2 level tickets and participate in a shift schedule for responding to and dispositioning tickets, including a daily on-call rotation during normal working hours and a rotating weekend support schedule. * Resolve common hardware issues pertaining to laptops, printers, peripherals, and mobile devices. Image laptops for deployment and decommission deprecated equipment. Manually install requested software. * Basic admin level support within our main collaboration tool
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