Senior IT Support Engineer

Key Responsibilities

• Deliver high-touch, professional Tier 1 and Tier 2 support for end-users in the Nashville office, with additional regional or global support as needed, using clear communication, sound judgment, and strong follow-through.
• Provide responsive white-glove and executive support with discretion, urgency, and professionalism in high-visibility situations, including events, meetings, and business-critical issues.
• Monitor, manage, and resolve incidents and service requests through the IT service management platform, ensuring timely updates, accurate documentation, and appropriate escalation when needed.
• Troubleshoot and support Windows, macOS, Microsoft 365, Teams, Outlook, mobile devices, Copilot/AI tools, and other business or proprietary applications used across the office.
• Perform endpoint deployment, provisioning, refresh, imaging, and recovery activities for Windows and Mac devices, while supporting cloud-first device operations aligned with Intune and Entra management practices.
• Aid 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 to help ensure reliable in-office and hybrid meeting experiences.
• Assist with iOS and Android mobile devices, including enrollment, troubleshooting, replacement coordination, and end-user guidance.
• Maintain accurate asset inventory, equipment staging records, and operational data to improve lifecycle management, reporting quality, and support readiness.
• Create, update, and maintain standard operating procedures, knowledge base content, support documentation, and operational runbooks that improve consistency and scalability.
• Partner with offshore support, infrastructure, security, application, and engineering teams to coordinate issue resolution, improve service transitions, and support cross-functional initiatives.
• Participate in endpoint modernization, standardization, and automation initiatives by identifying recurring issues, suggesting practical improvements, and helping test or implement new support processes and tools.
• Aid with onboarding and offboarding workflows, workstation readiness, account access coordination, and day-one technology setup to improve the end-user experience and operational reliability.
• Contribute to ITSM process maturity by supporting incident, request, knowledge, and asset management practices and helping improve service quality, responsiveness, and operational discipline.
• Support local office technology operations such as desk setups, peripherals, phones, printing, and related workplace technology needs in a hands-on, service-oriented manner.
• Adhere to and reinforce information security, operational governance, and support standards while acting as a trusted technology presence within the Nashville office.

Requirements & Preferences

• 3+ years of experience in on-site IT support, workplace technology, desktop support, or end-user services within a professional enterprise environment.
• Strong experience providing hands-on Tier 1 and Tier 2 support across Windows, macOS, Microsoft 365, Teams, Outlook, mobile devices, printers, peripherals, and office technology.
• Demonstrated ability to support executives and other high-profile users with professionalism, discretion, urgency, and strong customer-service instincts.
• Experience with endpoint deployment, device imaging, provisioning, and refresh activities for Windows and Mac environments.
• Working knowledge of Microsoft 365 administration, Exchange, Entra, Intune, Active Directory, and other modern workplace support tools; cloud-first endpoint management experience is strongly preferred.
• Experience using an ITSM platform and working within structured incident, request, knowledge, and asset management processes.
• Experience supporting iOS and Android mobile devices in an enterprise environment.
• Ability to create and maintain clear support documentation, standard operating procedures, and knowledge base content.
• Strong troubleshooting, prioritization, and organizational skills, with the ability to manage multiple issues in a fast-paced, high-expectation environment.
• Comfort working independently on-site while also collaborating effectively with regional, global, offshore, vendor, and cross-functional technology teams.
• Experience supporting conference room AV, collaboration technology, and meeting support is strongly preferred.
• Experience with Cisco telephony, print services, Citrix, Copilot or other AI-enabled productivity tools, and asset management practices is a plus.
• Background in entertainment, media, talent, agency, production, or other fast-paced client-service environments is desirable.
• Highly service-oriented and approachable, with a calm, professional presence and a strong sense of ownership for the end-user experience.
• Comfortable working in a fast-paced entertainment environment where priorities can shift quickly and responsiveness, discretion, and sound judgment are essential.
• Operationally disciplined, with strong habits around ticket hygiene, documentation, follow-up, asset accuracy, and process consistency.
• Naturally curious and improvement-minded, with the ability to spot recurring issues, recommend practical changes, and contribute to operational maturity without losing focus on day-to-day support.
• Adaptable and self-directed, able to work independently on-site while knowing when to collaborate, escalate, or engage the right partners.
• Effective communicator who can build trust with executives, employees, vendors, and technical teams across different functions and levels of the organization.
• Interested in modern workplace operations, endpoint modernization, service delivery improvement, and AI enablement, with the practical mindset to help translate those efforts into better user outcomes.
• Motivated by continuous improvement and ready to grow with a global IT organization focused on scalability, service quality, governance, and end-user productivity.