WME
Senior IT Support Engineer
TN-Nashville - 1201 Demonbreun · Senior
Sponsorship not specifiedDetected 22 days ago
iOSAndroidProcess ImprovementCiscoCommunicationCollaborationAdaptabilityOrganizational SkillsMicrosoft Office
About the role
- WME is an equal opportunity employer committed to a diverse and inclusive work environment.
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.
- Support 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.
Requirements
- Experience with endpoint deployment, device imaging, provisioning, and refresh activities for Windows and Mac environments.
- 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.
Nice to have
- cloud-first endpoint management experience is strongly preferred.
- Experience with Cisco telephony, print services, Citrix, Copilot or other AI-enabled productivity tools, and asset management practices is a plus.
This listing is sourced directly from WME's careers page and normalized into a canonical job model.