Senior IT Support Engineer

About the Company

Downtown Music Holdings (Downtown) is a modern global music company. We help millions of creators, rights holders and their partners to manage their music as a business and get paid fairly for their work.

Responsibilities

• Serve as the regional point of contact for end-user computer technology issues related to Windows PCs and Apple Macs
• Troubleshoot and resolve client-side hardware, software, network, and peripheral issues
• Provide support for Google Workspace, Microsoft 365, JAMF, Slack, Confluence, and Jira Service Management
• Contribute to end-user documentation, guides, and FAQs
• Manage user accounts, permissions, and access controls
• Assist in maintaining hardware and software asset inventory
• Participate in technology projects including hardware/software deployments and system upgrades
• Collaborate with global teams across UK and US time zones

Requirements

• 5+ years of experience in a technical support role
• Strong emphasis on supporting end users in a macOS environment
• Experience with Mobile Device Management (MDM) specifically JAMF
• Experience managing Google Workspace and Microsoft 365
• Excellent independent troubleshooting and problem-solving skills
• Strong written and verbal communication skills
• Ability to work flexibly to accommodate US-based team overlaps

Preferred Qualifications

• Windows PC technical support experience
• Exposure to Microsoft Intune
• Experience with AWS, GCP, or Azure
• Experience working in Kanban or Agile environments
• Proficiency in Dutch