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.

• 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.
• Endpoint, Mobility & Platform Support
• Administer Windows user accounts in Active Directory and Microsoft Entra .
• 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.
• 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.
• 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.

• 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.

• 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.

• Demonstrated reliability and incident-response performance against team service targets.
• Documented contribution to knowledge base or operational improvement.
• Established working…