Tier 2 Technology Support Specialist

This is a Full Time Job

Technology Support Specialist (Temporary)

Work Locations: With the exception of some select roles that have In-Office requirements, most temporary or third party payroll workers should expect to work remotely, unless otherwise discussed.

Job Description

THE ROLE: Technology Support Specialist (Temporary)

A+E Global Media is hiring a Tier 2 Technology Support Specialist to serve as the primary on-site IT partner for our Stamford office while also supporting employees across our other locations remotely. This is a highly visible role supporting executives and media/production teams in a fast-paced environment, ideal for someone who combines strong technical troubleshooting with exceptional customer service, calm under pressure, and great judgment.

This role is a great fit if you thrive supporting VIP/executive users and can run point independently as the on-site IT owner in ST.

As the only dedicated on-site technology resource in Stamford, you will serve as the primary IT point of contact for the office, owning Tier 2 escalations end-to-end and ensuring timely resolution of technical issues.

MORE ABOUT WHAT YOU'LL DO:

Tier 2 technical support & escalations (60%)
Deliver high-touch in-person (ST) and remote support; triage, troubleshoot, and coordinate escalations for VIP users.

Endpoint readiness & documentation (20%)
Keep endpoints compliant and supportable; create and maintain clear documentation to reduce repeat requests (''shift left'').

Quality & reporting (10%)
Meet SLAs, KPIs, and CSAT with strong ticket quality; use our ITSM tool to report trends and share insights with leadership.

Training, onboarding & projects (10%)
Support onboarding and user training; assist with local office initiatives and broader IT projects.

WORKING HOURS:

This is a fully in-office role based in our Stamford office. Candidates must be able to commute reliably and work on-site five days per week.

Standard hours are Mon–Fri, 9:00 AM–5:00 PM (local time) (7-hour shift + 1-hour lunch), with occasional adjustments based on business needs. On-call rotation: two weeks every six weeks.

BASIC REQUIREMENTS:

Must have technical experience:
• Windows 11 and macOS
• Microsoft 365 / Office 365
• Active Directory / Azure AD
• Endpoint management: Intune/SCCM and JAMF
• ITSM ticketing systems: Freshservice, ServiceNow, or similar
• Business applications: Microsoft Office, Teams, Zoom, Box, OneDrive, Parallels
• 3–5 years of experience in an IT support role

Must-have behaviors:
• Confident, professional support for executives and VIP users
• Strong customer mindset with a drive to improve the experience
• Ability to thrive in a fast-paced environment by prioritizing and multitasking
• Clear ownership, seeing issues through to full resolution
• Prompt, accurate communication with users and third-party partners
• Strong organization, planning, and follow-through

Preferred
• ITIL V4 Certification | Microsoft Certification | Mac Certification
• Experience working in broadcast/media

Additional Requirements
• Ability to travel locally within the Stamford/Greenwich area to provide on-site technology support as needed, including approximately quarterly visits to the President's residence.

Please note project assignment associates are engaged to provide service to A+E Global Media on a temporary basis in connection with a specific project. Project assignment associates are hired and employed through a third-party vendor with a duration/tenure of no longer than eighteen (18) months.