Senior IT Support Engineer

WME Group; Nashville (TN); Sur place; USD 75 000 - 95 000; Plein temps

Résumé du poste

WME Group in Nashville is seeking an experienced Senior IT Support Engineer to provide high-touch, on-site end-user support for employees and executives. The role combines hands-on desktop, mobile, and AV support with opportunities to contribute to IT modernization initiatives and process improvements.

Reporting to the IT Manager, the ideal candidate balances roughly 65% hands-on support with 35% initiative on automation, documentation, and service quality enhancements for a fast-paced

Qualifications

• Experience delivering Tier 1/2 end-user support.

Responsabilités

• Deliver Tier 1 and Tier 2 end-user support for Nashville and regional/global users.
• Provide white-glove, executive-level support with discretion and urgency.
• Manage incidents via IT service management platform with timely updates and escalation as needed.
• Troubleshoot Windows, macOS, Microsoft 365, Teams, Outlook, and mobile devices.
• Assist with onboarding/offboarding, asset tracking, and documentation updates.
• Contribute to ITSM, knowledge base, and runbooks to improve consistency.

Connaissances

Tier 1/2 support

End-user support

Executive support

ITSM familiarity

Documentation

Outils

Windows

macOS

Microsoft 365

Teams

Outlook

Intune

Entra

Active Directory

Citrix

Description du poste

WME is seeking an experienced, on-site Senior IT Support Engineer based in the Nashville office. This role is highly user-facing and operationally hands-on, providing Tier 1 and Tier 2 support for the Nashville office while partnering closely with regional and global IT teams to deliver consistent, high-quality end-user experience. The position is intended for a strong support professional who can operate effectively in a fast-paced entertainment environment while also contributing to broader IT modernization efforts.

The Senior IT Support Engineer will serve as a visible and trusted technology partner for employees and executives, combining responsive support with strong operational ownership, professionalism, discretion, and follow-through. In addition to resolving day-to-day incidents and service requests across desktops, mobile devices, office technology, AV, and Microsoft 365 services, this role will help improve service quality, documentation, onboarding and offboarding workflows, asset accuracy, and support processes that enable scale.

This role offers meaningful autonomy and visibility, with opportunities to participate in endpoint modernization initiatives, cloud-first device operations, operational improvement efforts, AI/Copilot enablement, and other strategic workplace technology projects. Reporting directly to the IT Manager in Nashville, the ideal candidate will balance approximately 65% hands-on operational support and end-user engagement with 35% process improvement, technology enablement, and operational maturity work.

Key Responsibilities

• Deliver high-touch, professional Tier 1 and Tier 2 support for end-users in the Nashville office, with additional regional or global support as needed, using clear communication, sound judgment, and strong follow-through.
• Provide responsive white-glove and executive support with discretion, urgency, and professionalism in high-visibility situations, including events, meetings, and business-critical issues.
• Monitor, manage, and resolve incidents and service requests through the IT service management platform, ensuring timely updates, accurate documentation, and appropriate escalation when needed.
• Troubleshoot and support Windows, macOS, Microsoft 365, Teams, Outlook, mobile devices, Copilot/AI tools, and other business or proprietary applications used across the office.
• Perform endpoint deployment, provisioning, refresh, imaging, and recovery activities for Windows and Mac devices, while supporting cloud-first device operations aligned with Intune and Entra management practices.
• Assist with user and device administration across Microsoft 365, Exchange, Entra, Intune, Active Directory, Citrix, print services, and other approved workplace technology platforms.
• Support conference rooms, collaboration spaces, Teams-enabled meeting technology, and office AV systems to help ensure reliable in-office and hybrid meeting experiences.
• Support iOS and Android mobile devices, including enrollment, troubleshooting, replacement coordination, and end-user guidance.
• Maintain accurate asset inventory, equipment staging records, and operational data to improve lifecycle management, reporting quality, and support readiness.
• Create, update, and maintain standard operating procedures, knowledge base content, support documentation, and operational runbooks that improve consistency and scalability.
• Partner with offshore support, infrastructure, security, application, and engineering teams to coordinate issue resolution, improve service transitions, and support cross-functional initiatives.
• Participate in endpoint modernization, standardization, and automation initiatives by identifying recurring issues, suggesting practical improvements, and helping test or implement new support processes and tools.
• Assist with onboarding and offboarding workflows, workstation readiness, account access coordination, and day-one technology setup to improve the end-user experience and operational reliability.
• Contribute to ITSM