IT Support Engineer

WME Group is hiring an IT Support Engineer to support the production business unit Pantheon during a transitional period. This onsite role places you within a global support team focused on resolving desktop, endpoint, and mobile issues while maintaining strong incident practices and information security.

What you’ll do

• Monitor the helpdesk system for inbound issues and respond within agreed service levels.
• Log and document issues in the helpdesk system, assess them quickly, and take actions to drive resolution.
• Record cause and resolution after completion and close incidents with appropriate metadata.
• Escalate unresolved items to engineering teams or external vendors when appropriate.
• Handle immediate-need support such as video conferencing setups, new employee onboarding, and office reconfigurations.
• 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.
• Support desktop telecommunications terminals, including phones, voicemail services, and inbound routing.
• Provide user-level support for Microsoft 365 and collaboration platforms.
• Adhere to information security protocols, including access controls, prompt user termination/activation, and password discipline.
• Coordinate with the cybersecurity function on security-relevant escalations.
• Support audit and compliance activities tied to user access and endpoint controls.
• Maintain accurate knowledge base documentation.
• Cross-train colleagues on personal areas of expertise and learn from teammates’ depth areas.
• Identify recurring issues and surface them for engineering remediation.
• Maintain flexibility with rotating shift patterns where applicable, and travel to other sites when required.
• Use approved AI tooling in daily work for AI-assisted documentation, troubleshooting, knowledge base lookups, and routine task acceleration.
• Surface candidate workflows for AI augmentation and contribute observations to mature the AI practice.

Requirements

• 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 supporting Windows and macOS endpoints.
• Hands-on experience supporting mobile devices (iOS, Android).
• Experience using ITSM platforms with 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, plus willingness to adopt new AI tooling as the practice matures.

Technologies

• Windows, Active Directory, Microsoft Entra ID, Microsoft 365
• iOS, Android, macOS
• ITSM, helpdesk system, knowledge base
• AI tooling, prompt engineering

Compensation

• USD 24 to 33 per hour
• Hiring Rate Minimum: $24.75 hourly (minimum will not fall below applicable state/local minimum wage thresholds)

Benefits

• Base rate
• Short- and long-term incentives (as applicable)
• Growth and developmental opportunities
• Health care
• Retirement
• Vacation and other paid time off
• Additional offerings

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 the knowledge base or operational improvement.
• Established working relationships with the regional team and global engineering counterparts.
• Visible development of knowledge depth in at least one new technology area.
• Personal proficiency with approved AI tooling in daily work, including at least one workflow improvement candidate and/or contribution to the team AI practice during the period.

Transitional role note: The position is transitional and is expected to conclude with the Pantheon divestiture.