IT Support Engineer at Sonos in Boston, MA

IT Support Engineer Location: Boston, MA 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 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 and respond to incidents and provide repair services to maintain operations. Prioritize and address major incidents, outages, and requests. Perform routine installations and smaller projects as needed. Daily in-office support. Technical Solution Design Contribute ideas for infrastructure-related improvements at local and remote sites under the guidance of senior engineers. Participate in the creation of self-service materials for use by the rest of the company, such as KB articles and self-help videos. Assist with creating and auditing documentation to help ensure it remains 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 RMAs, repairs, and replacements. Ensure all delivered inventory matches POs, maintain received goods listing, and keep 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 the AV team with regular hardware and software upgrades. Maintain and support 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. Experience with Okta, Atlassian, Slack, Google Workspace, and Microsoft. Strong 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. Preferred Qualifications Two or four-year degree in a technical discipline from an accredited college or university; experience can be substituted for a degree. Familiarity with Intune and/or JAMF is a plus. Industry standard certifications (CompTIA, AWS, Microsoft, Apple, etc.). Research shows that candidates from underrepresented backgrounds often don’t apply for roles if they don’t meet all the criteria. If you don’t have 100% of the skills listed, we strongly encourage you to apply if interested. Visa Sponsorship: Sonos is unable to sponsor or take over sponsorship of an employment visa for this role at this time. We ask that applicants be authorized to work in the United States, both now and in the future. 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. The base pay range for this role based off geographic location is: $67,000 and $83,400 The specific pay offered will depend on the candidate’s geographic location, as well as qualifications and experience. We apply geographic pay differentials based on the cost of labor in the market.  Employees in high-cost locations may be compensated at the upper end of the range, while those in medium or low cost markets may be compensated at the lower end of  the range. Your recruiter can provide more details about the specific salary range for your location during the hiring process. Please note that compensation details listed in US job postings reflect the base salary only, and do not include bonus, equity, or benefits. We also offer a comprehensive benefits program with choice and flexibility in mind to help support the health, wealth, and overall well-being of our employees. Regular full time employees in the US are eligible for benefits on day one, including: Medical, Dental, and Vision Insurance A 401(k) plan with company matching and immediate vesting An Open Time Off policy (OTO) so you have maximum opportunity to disconnect and recharge, with no tenure-based vacation accruals required 80 hours of sick time upon hire, refreshed annually Up to 12 paid holidays per calendar year Sonos offers a generous paid leave program for new parents or to care for a family member with a serious health condition, as well as short- and long-term disability for your own medical condition Company-paid Disability, Life, and AD&D Insurance Voluntary benefits, including Voluntary Life, AD&D, Accident, and Pet Insurance Mental health benefits to support your holistic well-being A generous employee discount program & Sonos Radio HD - on us! Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. Notice to U.S. Job Applicants: Sonos is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Sonos is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations@sonos.com and let us know the nature of your request and your contact information.