IT Support Engineer

The IT Support Engineer plays a critical role in supporting all team members across the organization, providing timely and quality desktop hardware, software, and mobile device troubleshooting, employing a high degree of customer service, technical expertise, and responsiveness. This position requires a strong work ethic and the ability to work well under pressure while prioritizing multiple requests. This role supports a non-scripted production business unit (Pantheon). The position is transitional - expected to leave with the Pantheon divestiture.

The IT Support Engineer is part of a global support team with a vested interest in providing excellent support with an ever-present customer service mentality. The role partners with engineering teams on incident escalations, with the regional team lead on prioritization, and with senior business users on white-glove service when warranted.

WME Enterprise IT operates as an AI-augmented function - every role, including this one, is expected to use AI tooling fluently in daily work and contribute to the team's growing AI practice.

Key Responsibilities

1. Service Delivery & Incident Response

• Monitor the helpdesk system for inbound issues and respond within agreed service levels.

• Ensure all issues are logged and documented in the helpdesk system; assess issues quickly and professionally and take steps to resolve.

• Document cause and resolution upon completion; close incidents with proper metadata.

• Escalate and refer unresolved issues to engineering teams or external vendors when appropriate.

• Handle immediate-need activities such as video conferencing setups, new employee onboarding, and office reconfigurations.

2. Endpoint, Mobility & Platform Support

• Administer Windows user accounts in Active Directory and Microsoft Entra ID.

• Set up and support Windows and macOS endpoints, including modern endpoint management practices.

• Set up and support mobile devices across iOS and Android platforms.

• Set up and support desktop telecommunications terminals including phones, voicemail services, and inbound routing.

• Support Microsoft 365 and collaboration platforms at the user level.

3. Information Security & Compliance

• Adhere to and enforce all information security protocols.

• Ensure security through proper access controls, prompt termination and activation of users, and password discipline.

• Coordinate with the cybersecurity function on security-relevant escalations.

• Support audit and compliance activities related to user access and endpoint controls.

4. Documentation, Knowledge Sharing & Continuous Improvement

• Maintain accurate documentation in the knowledge base.

• Cross-train colleagues on areas of personal expertise; learn from teammates in their areas of depth.

• Identify recurring issues and surface them for engineering remediation.

• Maintain a flexible approach to work schedule with rotating shift patterns where applicable, and travel to other sites when required.

• Use approved AI tooling fluently in daily work - AI-assisted documentation, troubleshooting, knowledge base lookup, and routine task acceleration.

• Surface candidate workflows for AI augmentation and contribute observations to the AI practice maturation.

Required Qualifications

• 3+ years of IT support engineering experience in enterprise environments.

• Strong working knowledge of Microsoft 365, Active Directory, and modern endpoint management.

• Hands-on experience with Windows and macOS endpoint support.

• Hands-on experience with mobile device support (iOS, Android).

• Experience with ITSM platforms and disciplined ticket handling practices.

• Strong written and verbal communication; comfortable engaging with senior business users.

• Detail-oriented with strong follow-through.

• Right to work in the United States.

• Working familiarity with AI-augmented work practices including prompt engineering basics, AI-assisted documentation, and AI-aided troubleshooting; willingness to adopt new AI tooling as the practice matures.

Preferred Qualifications

• Microsoft, Apple, or equivalent endpoint management certifications.

• ITIL Foundation certification.

• Experience supporting executive and senior business users in a high-velocity environment.

• Experience with collaboration platforms and AV/conferencing technology.

• Background in entertainment, media, or similar industries.

• Spanish language skills.

Success Criteria (First 12 Months)

• Demonstrated reliability and incident-response performance against team service targets.

• Documented contribution to knowledge base or operational improvement.

• Established working relationships with regional team and global engineering counterparts.

• Knowledge depth visibly developed in at least one new technology area.

• Demonstrated personal proficiency with approved AI tooling in daily work; identified at least one workflow improvement candidate or contributed to team AI practice during the period.

Per local requirements and in the interest of transparency, the rate shown below reflects the prevalent current hiring range for this position. Hiring pay rates are based on a number of factors, including location and may vary depending on job-related qualifications, knowledge, skills and experience. The company strives to provide locally competitive rewards packages, which include base rate along with, as applicable, short- and long-term incentives, growth and developmental opportunities, and robust benefits, such as health care, retirement, vacation and other paid time off, and additional offerings.

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