IT Support Coordinator (Contract Role)
Core
First-line IT support coordinator triaging tickets, monitoring queues, and providing basic end-user support for Sony Interactive Entertainment staff.
Role type
IT Support Coordinator (Contract)
Builds
IT support operations and ticket resolution workflows for PlayStation brand employees
Domain
Consumer Electronics / Gaming Industry
Required skills
IT Service Management (ITSM) tools, Jira Service Management, ticket triage, queue monitoring, basic OS troubleshooting, customer communication, documentation
Preferred skills
CompTIA A+ Certification, degree in IT, self-starter, ability to work with limited supervision (via careerplan.io/jobs/6117397004-it-support-coordinator-contract-role-at-sonyinteractiveentertainmentglobal)
Technologies
Jira Service Management, ITSM ticketing systems
Responsibilities
Prioritize and triage IT support tickets, monitor staff and unassigned queues for SLA compliance, communicate with customers to gather information and inform of changes, escalate service requests to appropriate teams, maintain support documentation, update KPI dashboards weekly, report on JIRA analytics, collaborate across studios to optimize ticket handling
Seniority
Entry-level / Individual Contributor