IT Support Engineer

Join WME Group in an onsite IT Support Engineer role supporting desktop, mobile, and production business unit workflows during a transitional period.

Responsibilities

• Monitor the helpdesk system for incoming issues and respond within agreed service levels.
• Log every request/incident in the helpdesk platform; assess issues quickly and professionally to drive resolution.
• Record cause and resolution for completed tickets and close incidents with proper metadata.
• Escalate and route unresolved items to engineering teams or external vendors when appropriate.
• Handle time-sensitive needs such as video conferencing setup, new hire onboarding, and office reconfigurations.
• Administer Windows user accounts across Active Directory and Microsoft Entra ID.
• Set up and support Windows and macOS endpoints using modern endpoint management practices.
• Set up and support mobile devices on 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 and enforce information security protocols, including access controls and disciplined password handling.
• Coordinate with the cybersecurity function on security-relevant escalations.
• Support audit and compliance activities tied to user access and endpoint controls.
• Maintain up-to-date documentation in the knowledge base.
• Cross-train colleagues across personal areas of expertise and learn from teammates in their specialties.
• Identify recurring issues and surface them for engineering remediation.
• Maintain flexibility for rotating shift patterns where applicable and travel to other sites when required.
• Use approved AI tooling fluently for AI-assisted documentation, troubleshooting, knowledge base lookup, 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 iOS and Android mobile devices.
• 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 practices: prompt engineering basics, AI-assisted documentation, and AI-aided troubleshooting, plus willingness to adopt new AI tooling.

Technologies

• Windows
• Active Directory
• Microsoft Entra ID
• Microsoft 365
• iOS
• Android
• macOS
• ITSM
• Helpdesk system
• Knowledge base
• AI tooling
• Prompt engineering

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 supporting 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 contributions to the knowledge base or operational improvement.
• Established working relationships with the regional team and global engineering counterparts.
• Developed knowledge depth in at least one new technology area.
• Demonstrated daily proficiency with approved AI tooling, including at least one workflow improvement candidate or contributions to the team AI practice.

Role Notes

• Transitional position: expected to leave with the Pantheon divestiture.
• Location: Beverly Hills, CA (onsite).

Compensation

• USD 24 to 33 per hour
• Hiring Rate Minimum: $24.75 hourly (will not fall below applicable state/local minimum wage thresholds)
• Hiring Rate Maximum: $33.00 hourly