At Sony Music Publishing (“SMP”), we believe every voice matters. We are the #1 global music publisher, advancing the artistry of the world’s greatest songwriters and composers for over 25 years. We keep songwriters at the forefront of everything we do, and design our suite of services to amplify opportunities, build connections, and defend their rights. Our roster benefits from an international team committed to providing support at every career stage. From classic catalogues to contemporary hitmakers, history is always being written. We are a part of the Sony family of global companies. Learn more about SMP at https://www.sonymusicpub.com/en.
Why join Sony Music Group?
Here at Sony Music Group, we are shaping what’s next in a way that creates impact. Forging powerful new ideas at the heart of music, technology, and culture that entertain and move people.
This is your opportunity. Part of a global community, united by individual passion, rising to that challenge every day. Adapting at pace and supporting one another, inspired to influence the future. For the benefit of you, our people; our creators, our business, and wider society too.
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.
Responsibilities:
- Filters Help Desk calls/tickets and provides basic support and troubleshooting, such as password resets, printer, Hardware configurations etc.
- Manage inbound requests through Jira Service Desk channels and will monitor/sort individual tickets while resolving any technical issues.
- Create support logs, categorize, prioritize, track, and route incidents reported by users or alarms raised by monitoring tools.
- Coordinate Support team general tasks and work closely with other IT Leads on project initiatives.
- Manage and track user reports, status, and SLAs (Service Level Agreement)
- Will provide support and track tickets until successfully resolved.
- Will implement documented break-fix tasks according to specific guidelines.
- Collaborate with the Director of Infrastructure on recommendations to improve operational efficiency.
- Ensure staffing plans are in place to provide quality 24-hour support to the SMP Global community.
Who You Are:
- Minimum 4+ years of technical support experience.
- Minimum 3+ years of global management experience.
- Experience working in a Service Desk ticketing system.
- Able to troubleshoot and quickly resolve issues.
- Have strong interpersonal skills and be able to manage expectations of a demanding user community.
- Be familiar with basic security & privacy principles (MFA (Multi Factor Authentication), Access Control, Asset Management, phishing, data protection, encryption)
- Broadly familiar with basic networking concept (tcp/ip, subnets, dhcp, dns, VPN)
- Be familiar with Jira & Confluence Be familiar with onboarding and offboarding processes.
Required Skills/Competencies:
- Proficient in MS Word, Excel, Outlook, and PowerPoint and Office 365 Administration.
- Strong organizational skills.
- Strong leadership and customer service skills.
- Strong understanding of Windows and MAC environments.
- Excellent written and verbal communications skills Work Requirements: Availability and flexibility to accommodate hours occasionally extending outside of regular schedule due to collaboration with coworkers in different time zones to support the United Kingdom, Asia and Los Angeles-based teams, as needed.
- 7.5-hour business workday 3 – 4 days in the office but variations in work volume frequently require extended working hours for evening and late-night events.
- Must be authorized to work in the United States.
What We Give You:
- You join an inclusive, collaborative, and global community where you can 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.
- Time off for a winter recess and early close Summer Fridays.
Sony is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy), gender, national origin, citizenship, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.
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What We Do
See everything new from the world of Sony USA—including electronics, PlayStation, movies, music and TV shows—plus find support for your Sony products.
Sony’s purpose is simple. We aim to fill the world with emotion, through the power of creativity and technology. We want to be responsible for getting hearts racing, stirring ambition, and putting a smile on the faces of our customers. That challenge, combined with our spirit of innovation, motivates us to create groundbreaking technology, entertainment, and services for people worldwide.
Our history as a global brand has been built around employees that all have a passion for touching peoples' lives, and pride in pushing beyond the status quo to produce truly extraordinary results.
We’re uniquely positioned because we operate in many different industries - from movies and music to video games and electronics. And, with offices around the globe, we benefit from a global workforce that learns and grows together through mutual respect.
If you're ready to join a diverse team at an innovation-led company with the power to change lives, then we encourage you to read up on the different Sony group companies and check out our Life page. Then, get in touch, and together, let’s make the world say wow.