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.
Skills Required
- 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
Sonos Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sonos and has not been reviewed or approved by Sonos.
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Healthcare Strength — Multiple medical plan options with in‑network preventive care covered and day‑one eligibility indicate comprehensive healthcare support. Wellness programs and access to mental‑health resources further reinforce depth of coverage.
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Parental & Family Support — Paid parental leave applies to both birthing and non‑birthing parents globally, with additional medical recovery time for birthing parents. This breadth positions family support as a clear strength of the package.
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Leave & Time Off Breadth — An open time off policy in the U.S. and company holidays provide flexible avenues for rest. Paid volunteer time adds further optionality for time away.
Sonos Insights
What We Do
We connect millions of listeners all around the world to the content they want, where and how they want it. Since inventing multiroom wireless audio in 2005, we have continuously innovated the listening experience, designing hardware and software that celebrates sound, empowers our customers, and brings the home to life. Our team is made up of passionate players united by a culture of respect, transparency, collaboration, and ownership who want to inspire the world to listen better.
Why Work With Us
Sonos is a global company that boasts a rich culture of diversity and innovation. With over 1,800 employees distributed across the world, we work remotely from home or an office location (when required). We value a diverse workforce that enables each employee to do the best work of their life and contribute to projects they are passionate about.
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