IT Support Engineer

In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen. 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 Technology Department within WME is responsible for the 24x7 operations and support of all IT systems within the agency. 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. 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. 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 issuesProvide Level 1 and 2 IT/Desktop support for 175+ team members in the Nashville office, plus added support for other primary offices, as neededTroubleshooting of systems and applications, including Mac OS, Windows, Office, Teams, Outlook, Copilot/AI and other general or proprietary applicationsProvide administrative support for end-users and hardware through Microsoft Azure, Entra, Intune, Exchange, M365, Citrix, Uniflow, and other administrative systemsCollaborate with and assist the offshore support team (TCS) on resolving issuesEscalate and refer unresolved issues to other team members, Level 2, Level 3, Infrastructure, Applications, or external vendors when appropriateEnsure all issues are logged and documented in the Helpdesk systemImaging of both Windows-based (Intune) and Apple productsOutlook/Exchange account management and local client troubleshootingInventory management and physical desktop setupAdminister and action all tasks associated with Account Management (New Hires, Job Changes and Leavers)Set up and support mobile devicesSet 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 protocolsDaily review and setup of in-office, conference room meetingsRequirements:Experience and/or education in an IT/Desktop Support role (minimum 3 years' experience, preferred)Background in entertainment/media desirable. Exceptional communication skillsExperience in Windows, Mac OS, Office, Teams, Exchange, Azure, Entra, Intune, CoPilot/AI, Active Directory, Cherwell, Manage Engine, and other current IT/Network applicationsExperience with mobile phone devices (iOS, Android)Experience with desktop telecom (phones), specifically Cisco, is a plusExperience with integrated conference room AV also a plus