Sr. IT Support Specialist

About the role

Meltwater is in search of a Sr IT Support Specialist who will play a critical role in ensuring the world-class delivery of IT services to our New York City office and to remote employees. Operating in a hybrid-remote workforce, this critical role will act as the ultimate escalation point, combining with white-glove support for C-level executives and technical troubleshooting for all Meltwater employees while maintaining excellent customer satisfaction.

Responsibilities

• Provide advanced, white-glove technical support to C-level executives
• Diagnose and resolve complex technical problems across the enterprise, acting as the ultimate local and remote escalation point.
• Administer and maintain core IT infrastructure including Windows/MacOS endpoints, cloud services (Microsoft 365, Azure AD/Entra ID, Google), networking equipment, and office A/V systems.
• Oversee IT hardware and software inventory, procurement, and asset lifecycle management.
• Monitor system performance and ensure optimal operation of all core IT systems administered by the IT Service Desk.
• Lead IT projects and other technical initiatives as directed by management.
• Monitor and maintain strict security protocols and corporate governance to protect company data and identity systems.
• Collaborate with other IT team members to develop or improve the IT Service Desk knowledge base and overarching IT policies and procedures.
• Conduct regular system audits and generate comprehensive reports on global system performance, asset compliance, and security posture.
• Provide technical training, mentorship, and professional guidance to junior IT support staff.
• Stay updated on the latest industry trends and technologies to recommend improvements and upgrades.

Requirements

Minimum of 7 years in IT support or a similar role, with a proven track record supporting executive-level leadership teams.

Ability to resolve complex hardware and software incidents and requests in use by the business.

Qualifications

Strong knowledge of Windows and MAC OS support within enterprise networks.

Solid understanding of network protocols and services such as TCP/IP, DNS, DHCP.

Solid understanding of endpoint management tools such as JAMF and Intune for provisioning, packaging, and policy compliance.

Familiarity with IT security best practices including conditional access policies, MFA, and modern endpoint encryption standard protocols.

Skills

Excellent communication and interpersonal skills, with the ability to maintain composure under pressure during executive interactions.