IT Support Engineer

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.

At Sonos, we want to create the ultimate listening experience for our customers and know that it starts by listening to each other. As an IT Support Engineer on our Global IT Operations team, you'll be a frontline technician providing hands-on technical support for employees both in-office and worldwide. You'll resolve issues across hardware, collaboration tooling, network infrastructure, and conference room technology — all while supporting the executive leadership team based in Goleta and developing your skills in a fast-paced, AI-forward environment.

This position is considered office-based. Qualified applicants must live within commuting distance of our Goleta, California office and should expect to be in office 5 days a week.

Responsibilities

• Monitor the IT support queue in Jira Service Management for incoming Tier 1 and Tier 2 tickets, participate in a shift schedule and daily on-call rotation during normal working hours, and take part in a rotating weekend support schedule.
• Troubleshoot and resolve hardware issues across laptops, printers, peripherals, and mobile devices; image laptops for deployment; decommission deprecated equipment; and install requested software.
• Provide admin-level support within core collaboration tools — Jira, Confluence, Google Workspace, Slack, and Zoom — along with configuration work in Okta and Active Directory.
• Prioritize and respond to incidents, outages, and service requests, escalating to senior engineers when appropriate and driving issues through to resolution.
• Support new hire onboarding and offboarding, including desk setups, account provisioning, licensing, legal holds, and access management in line with established processes.
• Actively maintain conference room and AV/VC equipment, perform preventative maintenance, and support hardware and software upgrades alongside the AV team.
• Manage IT and AV inventory, verify delivered goods against purchase orders, coordinate vendor RMAs and repairs, and perform regular IDF/MDF maintenance.
• Contribute ideas for infrastructure improvements at local and remote sites under senior engineer guidance, and help create and maintain self-service materials such as knowledge base articles and how-to videos.

Requirements

• Basic Qualifications
• Experience in enterprise IT support or technical support engineering.
• Hands-on experience supporting Windows, macOS, Linux, iOS, and Android environments.
• Working knowledge of TCP/IP and Wi-Fi technologies.
• Experience with Okta, Atlassian tools, Slack, Google Workspace, and Microsoft platforms.
• Ability to troubleshoot PC hardware issues and end-user applications.
• Strong communication skills, both written and verbal, with a customer-service orientation including support for executive stakeholders.
• Ability to effectively prioritize and manage tasks in a high-pressure environment.
• Ability to work non-standard hours, holidays, and weekends, and participate in an on-call rotation.
• 10% travel required.
• Qualified applicants must be able to work from the office 5 days per week.
• Preferred Qualifications
• Two- or four-year degree in a technical discipline from an accredited institution; equivalent experience will be considered.
• Familiarity with Fleet DM, Intune, and/or Jamf.
• Industry-recognized certifications (CompTIA, AWS, Microsoft, Apple, etc.).
• Experience using AI tools (such as Claude, ChatGPT, Gemini, or Copilot) to streamline workflows and improve operational efficiency.
• Inclusion: Research shows that some candidates may not apply for roles if they don't meet all the criteria. If you don't have 100% of the skills listed, we still 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 for us in country of role posting, both now and in the future.
• LI-Onsite
• 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.