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. Key Responsibilities 1. 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. 2. Endpoint, Mobility & Platform Support Administer Windows user accounts in Active Directory and Microsoft Entra ID. 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. 3. 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. 4. 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…