Senior IT Support Engineer

William Morris Endeavor Entertainment, LLC; Nashville (TN); On-site; USD 80,000 - 110,000; Full time

Job summary

William Morris Endeavor Entertainment, LLC (WME) is seeking an experienced on-site Senior IT Support Engineer in Nashville. The role focuses on high-touch Tier 1/2 support for end-users, with emphasis on Windows, macOS, Microsoft 365, Teams, Outlook, mobile devices, printers, and office technology.

Reporting to the IT Manager in Nashville, the ideal candidate balances approximately 65% hands-on operational support and 35% process improvement, technology enablement, and ITSM maturity.

Qualifications

• 3+ years of on-site IT support or end-user services within a professional enterprise environment.
• Hands-on Tier 1 and Tier 2 support across Windows, macOS, Microsoft 365, Teams, Outlook, mobile devices, printers, peripherals, office technology.

Responsibilities

• Deliver high-touch Tier 1 and Tier 2 end-user support for the Nashville office with regional/global support as needed.
• Provide white-glove and executive support with discretion and professionalism in high-visibility situations.
• Monitor and resolve incidents and service requests via the IT service management platform with proper documentation and escalation.
• Troubleshoot Windows, macOS, Microsoft 365, Teams, Outlook, mobile devices, and office technology.
• Perform endpoint deployment, provisioning, imaging, and recovery for Windows and Mac devices with Intune/Entra alignment.
• Assist with user and device administration across Microsoft 365, Exchange, Entra, Intune, Active Directory, Citrix, and printing.
• Support conference rooms and Teams-enabled meeting technology for reliable in-office and hybrid meetings.

Skills

End-user support

Windows support

macOS support

Microsoft 365

Executive support

IT service management

Tools

Intune

Entra

Active Directory

Citrix

Teams admin

Job description

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 process maturity by supporting incident, request, knowledge, and asset management practices and helping improve service quality, responsiveness, and operational discipline.
• Support local office technology operations such as desk setups, peripherals, phones, printing, and related workplace technology needs in a hands-on, service-oriented manner.
• Adhere to and reinforce information security, operational governance, and support standards while acting as a trusted technology presence within the Nashville office.

Requirements & Preferences:

• 3+ years of experience in on-site IT support, workplace technology, desktop support, or end-user services within a professional enterprise environment.
• Strong experience providing hands-on Tier 1 and Tier 2 support across Windows, macOS, Microsoft 365, Teams, Outlook, mobile devices, printers, peripherals, and office technology.
• Demonstrated ability to support executives and other high-profile users with professionalism, discretion, urgen