Senior IT Support Engineer

WME; Nashville (TN); Presencial; USD 70.000 - 110.000; Jornada completa

Descripción de la vacante

WME seeks an experienced Senior IT Support Engineer for our Nashville office. You will provide Tier 1/2 end-user support, with 65% hands-on operations and 35% process improvement, in a fast-paced entertainment environment.

The role emphasizes executive support, documentation, and collaboration with regional/global IT teams while contributing to endpoint modernization and AI-enabled initiatives.

Formación

• 3+ years in on-site IT support within enterprise environments.
• Hands-on Tier 1/2 support across Windows, macOS, M365, Teams, Outlook, mobile devices.
• Experience supporting executives with discretion and professionalism.
• Knowledge of endpoint deployment and device imaging.
• Familiarity with Intune, Entra, Exchange, AD, and cloud-first management.
• Ability to document processes and create knowledge base content.
• Strong troubleshooting and multitasking in a fast-paced setting.

Responsabilidades

• Deliver high-touch Tier 1 and 2 end-user support in Nashville and region as needed.
• Provide white-glove and executive support with discretion and urgency.
• Manage incidents via ITSM platform with timely updates and escalation as needed.
• Troubleshoot Windows, macOS, Microsoft 365, Teams, Outlook, mobile devices, printers.
• Perform endpoint deployment, imaging, provisioning, and refresh for Windows and Mac.
• Administer Microsoft 365, Exchange, Entra, Intune, AD, Citrix, and related tools.
• Support conference rooms and AV systems for reliable meetings in-office and hybrid.
• Support iOS and Android devices, enrollment, troubleshooting, and replacements.
• Maintain asset inventory and operational data for lifecycle management.
• Create and maintain SOPs, knowledge base, and runbooks for consistency.
• Collaborate with offshore, infrastructure, security, and engineering teams.
• Participate in endpoint modernization and automation initiatives.
• Assist onboarding/offboarding and day-one technology setup.
• Contribute to ITSM maturity and process improvements.
• Support local office tech: desks, peripherals, phones, printing, etc.
• Uphold information security and governance standards while serving Nashville.

Conocimientos

Windows OS

macOS

Microsoft 365

Teams

Intune

Active Directory

ITSM

Executive support

Descripción del empleo

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, urgency, and strong customer-service instincts.
• Experience with endpoint deployment, device imaging, provisioning, and refresh activities for Windows and Mac environments.
• Working knowledge of Microsoft 365 administration, Exchange, Entra, Intune, Active Directory, and other modern workplace support tools; cloud-first endpoint management experience is strongly preferred.
• Experience using an ITSM platform and working within structured incident, request, knowledge, and asset management processes.
• Experience supporting iOS and Android mobile devices in an enterprise environment.
• Ability to create and maintain clear support documentation, standard operating procedures, and knowledge base content.
• Strong troubleshooting, prioritization, and organizational skills, with the ability to manage multiple issues in a fast-paced, high-expectation environment.
• Comfort working independently on-site while also collaborating effectively with regional, global, offshore, vendor, and cross-functional technology teams.
• Experience supporting conference room AV, collaboration technology, and meeting support is strongly preferred.
• Experience with Cisco telephony, print services, Citrix, Copilot or other AI-enabled productivity tools, and asset management practices is a plus.
• Background in entertainment, media, talent, agency, production, or other fast-paced client-service environments is desirable.
• Highly service-oriented and approachable, with a calm, professional presence and a strong sense of ownership for the end-user experience.
• Comfortable working in a fast-paced entertainment environment where priorities can shift quickly and responsiveness, discretion, and sound judgment are essential.
• Operationally disciplined, with strong habits around ticket hygiene, documentation, follow-up, asset accuracy, and process consistency.
• Naturally curious and improvement-minded, with the ability to spot recurring issues, recommend practical changes, and contribute to operational maturity without losing focus on day-to-day support.
• Adaptable and self-directed, able to work independently on-site while knowing when to collaborate, elevate, or engage the right partners.
• Effective communicator who can build trust with executives, employees, vendors, and technical teams across different functions and levels of the organization.
• Interested in modern workplace operations, endpoint modernization, service delivery improvement, and AI enablement, with the practical mindset to help translate those efforts into better user outcomes.
• Motivated by continuous improvement and ready to grow with a global IT organization focused on scalability, service quality, governance, and end-user productivity.

WME is an equal opportunity employer committed to a diverse and inclusive work environment.