AI-Driven IT Support Engineer | Global Desk

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

Job summary

WME Group is seeking an IT Support Engineer to deliver desktop, mobile, and endpoint support across the organization, emphasizing customer service and incident response. This role partners with engineering teams on escalations and with regional leads on prioritization, while supporting an AI-augmented IT function.

You will manage Windows and macOS endpoints, Active Directory, Entra ID, Microsoft 365, and mobile devices; maintain security controls; and contribute to the team’s AI practice

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 system for inbound issues and respond within agreed service levels.
• Ensure all issues are logged and documented in the helpdesk system; assess issues quickly and professionally and take steps to resolve.
• Document cause and resolution upon completion; close incidents with proper metadata.
• Escalate and refer unresolved issues to engineering teams or external vendors when appropriate.
• Handle immediate-need activities such as video conferencing setups, new employee onboarding, and office reconfigurations.
• Endpoint, Mobility & Platform Support
• Administer Windows user accounts in Active Directory and Microsoft Entra ID.
• Set up and support Windows and macOS endpoints, including modern endpoint management practices.
• Set up and support mobile devices across iOS and Android platforms.
• Set up and support desktop telecommunications terminals including phones, voicemail services, and inbound routing.
• Support Microsoft 365 and collaboration platforms at the user level.

Skills

Microsoft 365

Active Directory

Endpoint management

Windows support

macOS support

ITSM platforms

Tools

ITSM systems

Job description

WME Group is seeking an IT Support Engineer to deliver desktop, mobile, and endpoint support across the organization, emphasizing customer service and incident response. This role partners with engineering teams on escalations and with regional leads on prioritization, while supporting an AI-augmented IT function.

You will manage Windows and macOS endpoints, Active Directory, Entra ID, Microsoft 365, and mobile devices; maintain security controls; and contribute to the team’s AI practice