AI-Driven IT Support Engineer

WME; Beverly Hills (CA); On-site; USD 34,000 - 45,000; Full time

Job summary

WME is seeking an IT Support Engineer to provide desktop hardware, software, and mobile device support across the organization in a fast-paced environment. You will work with Windows and macOS endpoints, manage mobile devices, and assist with onboarding and video setups, while adhering to security protocols and incident response targets.

The role emphasizes AI-augmented practices, strong communication with senior users, and cross-functional collaboration within a global IT support team.

Qualifications

• 3+ years of IT support engineering experience in enterprise environments.
• Strong working knowledge of Microsoft 365, Active Directory, and modern endpoint management.
• Hands-on experience with Windows and macOS endpoint support.
• Hands-on experience with mobile device support (iOS, Android).
• Experience with ITSM platforms and disciplined ticket handling practices.
• Strong written and verbal communication; comfortable engaging with senior business users.
• Detail-oriented with strong follow-through.
• Right to work in the United States.
• Working familiarity with AI-augmented work practices including prompt engineering basics, AI-assisted documentation, and AI-aided troubleshooting; willingness to adopt new AI tooling as the practice matures.

Responsibilities

• Service Delivery & Incident Response: monitor the helpdesk and respond within SLAs.
• Document cause and resolution; close incidents with metadata.
• Escalate unresolved issues to engineering teams or external vendors.
• Assist with video conferencing setups, onboarding, and office reconfigurations.
• Endpoint, Mobility & Platform Support: manage Windows and macOS endpoints and mobile devices.
• Support Microsoft 365 and collaboration platforms at the user level.
• Information Security & Compliance: enforce security protocols and access controls.
• Coordinate with cybersecurity for escalations and audits.
• Documentation, Knowledge Sharing & Continuous Improvement: maintain knowledge base and cross-train colleagues.
• Maintain flexibility with rotating shifts and travel to other sites as required.
• Use AI tooling fluently in daily work for documentation, troubleshooting, and automation.

Skills

IT support

Microsoft 365

Active Directory

Endpoint management

ITSM

Communication

AI tooling

Tools

Windows

macOS

MDM

Job description

WME is seeking an IT Support Engineer to provide desktop hardware, software, and mobile device support across the organization in a fast-paced environment. You will work with Windows and macOS endpoints, manage mobile devices, and assist with onboarding and video setups, while adhering to security protocols and incident response targets.

The role emphasizes AI-augmented practices, strong communication with senior users, and cross-functional collaboration within a global IT support team.