Senior IT Support Engineer

WME | William Morris Endeavor•Nashville, TN

8d•Onsite

About The Position

WME is seeking an experienced, on-site Senior IT Support Engineer for its Nashville office. This highly user-facing, hands-on role provides Tier 1 and Tier 2 support to the Nashville office while partnering with regional and global IT teams to deliver a consistent, high-quality end-user experience. The role combines responsive support with operational ownership, professionalism, discretion, and reliable follow-through in a fast-paced entertainment environment. The engineer supports desktops, mobile devices, office technology, audiovisual systems, and Microsoft 365 services, and helps improve service quality, documentation, onboarding and offboarding workflows, asset accuracy, and scalable support processes. The position offers autonomy and visibility, with opportunities to contribute to endpoint modernization, cloud-first device operations, operational improvement, AI/Copilot enablement, and other workplace technology initiatives. It reports directly to the IT Manager in Nashville and is expected to balance approximately 65% hands-on operational support and end-user engagement with 35% process improvement, technology enablement, and operational maturity work.

Requirements

At least 3 years of on-site IT support, workplace technology, desktop support, or end-user services experience in a professional enterprise environment.
Hands-on Tier 1 and Tier 2 support experience with Windows, macOS, Microsoft 365, Teams, Outlook, mobile devices, printers, peripherals, and office technology.
Ability to support executives and high-profile users with professionalism, discretion, urgency, and strong customer-service instincts.
Experience with endpoint deployment, device imaging, provisioning, and refresh activities in Windows and Mac environments.
Working knowledge of Microsoft 365 administration, Exchange, Entra, Intune, Active Directory, and modern workplace support tools.
Experience using an ITSM platform and following structured incident, request, knowledge, and asset management processes.
Enterprise experience supporting iOS and Android mobile devices.
Ability to create and maintain clear support documentation, standard operating procedures, and knowledge base content.
Strong troubleshooting, prioritization, and organizational skills, including the ability to manage multiple issues in a fast-paced, high-expectation environment.
Ability to work independently on-site and collaborate effectively with regional, global, offshore, vendor, and cross-functional technology teams.
Service-oriented and approachable, with a calm, professional presence and ownership of the end-user experience.
Comfort working in a fast-paced entertainment environment where priorities may shift and responsiveness, discretion, and sound judgment are essential.
Operational discipline in ticket hygiene, documentation, follow-up, asset accuracy, and process consistency.
Improvement-minded, adaptable, and self-directed, with the ability to identify recurring issues, recommend practical changes, and collaborate or escalate appropriately.
Effective communication skills and ability to build trust with executives, employees, vendors, and technical teams.
Interest in modern workplace operations, endpoint modernization, service delivery improvement, and AI enablement.

Nice To Haves

Cloud-first endpoint management experience.
Experience supporting conference room AV, collaboration technology, and meetings.
Experience with Cisco telephony, print services, Citrix, Copilot or other AI-enabled productivity tools, and asset management practices.
Background in entertainment, media, talent, agency, production, or another fast-paced client-service environment.
Motivation to contribute to continuous improvement and grow within a global IT organization focused on scalability, service quality, governance, and end-user productivity.

Responsibilities

Deliver high-touch Tier 1 and Tier 2 support to Nashville office end users, with regional or global support as needed.
Provide discreet, urgent, and professional executive and white-glove support, including for events, meetings, and business-critical issues.
Monitor, manage, and resolve incidents and service requests through the IT service management platform; provide timely updates, document accurately, and escalate appropriately.
Troubleshoot Windows, macOS, Microsoft 365, Teams, Outlook, mobile devices, Copilot and other AI tools, and business or proprietary applications.
Deploy, provision, refresh, image, and recover Windows and Mac endpoints, supporting cloud-first device operations aligned with Intune and Entra practices.
Assist with user and device administration across Microsoft 365, Exchange, Entra, Intune, Active Directory, Citrix, print services, and other approved workplace technology platforms.
Support conference rooms, collaboration spaces, Teams-enabled meeting technology, and office AV systems.
Support iOS and Android devices, including enrollment, troubleshooting, replacement coordination, and user guidance.
Maintain accurate asset inventories, equipment staging records, and operational data for lifecycle management, reporting, and support readiness.
Create and maintain standard operating procedures, knowledge base content, support documentation, and operational runbooks.
Partner with offshore support and infrastructure, security, application, and engineering teams to resolve issues, improve service transitions, and support cross-functional initiatives.
Contribute to endpoint modernization, standardization, and automation initiatives by identifying recurring issues, recommending improvements, and helping test or implement processes and tools.
Assist with onboarding and offboarding, workstation readiness, account access coordination, and day-one technology setup.
Support ITSM process maturity across incident, request, knowledge, and asset management, helping improve service quality and operational discipline.
Provide hands-on support for local office technology, including desk setups, peripherals, phones, and printing.
Follow and reinforce information security, operational governance, and support standards.