IT Support Engineer

This is a Full Time Job

Nashville - 1201 Demonbreun

WME is seeking an on-site IT Support Engineer to support WME, and specifically the Nashville office. The main focus of this role will be Tier 1 & 2 support of the Nashville office, but will also work across the agency's other primary locations, including Beverly Hills, New York, and London. This support engineer is part of a global team with a vested interest in providing excellent support with an ever-present customer service mentality.

The ideal candidate will possess patience, empathy, and a positive attitude while working directly with end-users, to support daily desktop and network processes and applications. While experience and training in IT are required, a background in, and passion for, the entertainment industries is an added plus.

The IT Support Engineer plays a critical role by directly supporting all team members, providing timely and quality desktop hardware, software and mobile device troubleshooting, while employing a high degree of customer service, technical expertise and responsiveness. The successful candidate must be detail-oriented, maintain a strong work-ethic, possess exceptional communication skills, and enjoy working in a highly iterative, agile and fast-paced environment, while maintaining the ability to work well under pressure while prioritizing multiple requests.

This role will report to the IT Manager based in Nashville.

Role Summary:
• Monitor Helpdesk system for inbound issues
• Provide Level 1 and 2 IT/Desktop support for 175+ team members in the Nashville office, plus added support for other primary offices, as needed
• Troubleshooting of systems and applications, including Mac OS, Windows, Office, Teams, Outlook, Copilot/AI and other general or proprietary applications
• Provide administrative support for end-users and hardware through Microsoft Azure, Entra, Intune, Exchange, M365, Citrix, Uniflow, and other administrative systems
• Collaborate with and assist the offshore support team (TCS) on resolving issues
• Escalate and refer unresolved issues to other team members, Level 2, Level 3, Infrastructure, Applications, or external vendors when appropriate
• Ensure all issues are logged and documented in the Helpdesk system
• Imaging of both Windows-based (Intune) and Apple products
• Outlook/Exchange account management and local client troubleshooting
• Inventory management and physical desktop setup
• Administer and action all tasks associated with Account Management (New Hires, Job Changes and Leavers)
• Set up and support mobile devices
• Set up and support desktop telecommunications terminals (phones, voicemail services and inbound routing)
• Perform basic server administration (power cycle, troubleshooting connectivity issues)
• Manage network connectivity (patch cables, switch and router infrastructure)
• Adherence to and enforcement of all information security protocols
• Daily review and setup of in-office, conference room meetings

Requirements:
• Experience and/or education in an IT/Desktop Support role (minimum 3 years' experience, preferred)
• Background in entertainment/media desirable.
• Exceptional communication skills
• Experience in Windows, Mac OS, Office, Teams, Exchange, Azure, Entra, Intune, CoPilot/AI, Active Directory, Cherwell, Manage Engine, and other current IT/Network applications
• Experience with mobile phone devices (iOS, Android)
• Experience with desktop telecom (phones), specifically Cisco, is a plus
• Experience with integrated conference room AV also a plus