IT Support Engineer

Position Overview

Sonos is looking for an IT Engineer on the Global IT Operations team located on‑site at our Boston office. You will provide frontline technical support to employees worldwide, focus on enterprise device support across Windows, Mac, and Linux, and contribute to infrastructure improvements.

This role is office‑based in Boston. Qualified applicants must live within commuting distance of our Boston office and be able to work from the office 5 days per week. You must also be available for on‑call rotation, holidays, weekends, and non‑standard hours. 10% travel is required.

• Desktop & Application Support
  • Monitor the desktop support queue in Jira Service Management for Tier1 &2 tickets, participate in shift schedule, and perform daily on‑call rotation during normal working hours and rotating weekend support.
  • Resolve hardware issues for laptops, printers, peripherals, and mobile devices.
  • Image laptops for deployment, decommission deprecated equipment, and install requested software.
  • Provide basic administration for collaboration tools (Jira, Confluence, Google Workspace, Slack & Zoom), configure Okta and Active Directory, and deploy supported software using internal and external tools.
  • Troubleshoot and respond to incidents, prioritize major outages, and perform routine installations and smaller projects.
  • Deliver daily in‑office support.
• Technical Solution Design
  • Contribute infrastructure improvements at local and remote sites under guidance of senior engineers.
  • Create self‑service materials (KB articles, help videos) for company use.
  • Assist with documentation creation and auditing to keep it up to date.
• People Support
  • Perform new hire desk setups, moves, onboard/offboard activities, and licensing for user accounts, including legal holds.
  • Handle account management and access to systems and maintain account cleanup per established processes.
• Facilities & Inventory Support
  • Coordinate with local vendors for RMAs, repairs, and replacements.
  • Ensure delivered inventory matches purchase orders, maintain received goods listing, and keep sufficient IT and AV inventory levels.
  • Perform regular IDF/MDF maintenance.
• AV Support
  • Maintain conference room equipment, execute preventative maintenance, troubleshoot AV/VC infrastructure issues, and support software upgrades.
  • Support the AV team with hardware and software upgrades and maintain Open Area Players deployed throughout office spaces.

• Proven experience in enterprise technical support, IT support, or as a technical engineer.
• Experience with Windows, MacOS, Linux, iOS, and Android.
• Basic understanding of TCP/IP and WiFi technologies.
• Experience with Okta, Atlassian, Slack, Google Workspace, and Microsoft.
• Strong problem‑solving and PC hardware troubleshooting skills.
• Willingness to take ownership of tasks and see them through to completion.
• Excellent written and verbal communication skills.
• Ability to prioritize and execute tasks in a high‑pressure environment.
• Highly self‑motivated, detail oriented, and customer service orientation for 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 to work from an office location.

• Two‑year or four‑year degree in a technical discipline from an accredited college or university; experience may substitute for a degree.
• Familiarity with Intune and/or JAMF.
• Industry standard certifications (CompTIA, AWS, Microsoft, Apple, etc.).
• Understanding that candidates from under‑represented backgrounds are encouraged to apply if they do not meet all criteria.

Sonos is unable to sponsor or take over sponsorship of an employment visa for this role. Applicants must be authorized to work in the United States both now and in the future.

The base pay range for this role, based on geographic location, is $67,000 to $83,400. Specific pay will depend on location, qualifications, and experience.

• Medical, Dental, and Vision Insurance.
• 401(k) plan with company matching and immediate…