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.  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