IMG ARENA · 3 weeks ago
Senior Support Engineer
NY-New York - Park Ave South
Full-time
Onsite
Senior Level
$30.65/hr - $40.87/hr
5+ years expFrieze is a leading global contemporary art organisation, and they are seeking a Senior Support Engineer to deliver exceptional customer service while providing advanced technical support across the MARI Group. This role involves troubleshooting complex technical issues, supporting core IT infrastructure, and mentoring junior team members.
Sports
Responsibilities
Provide advanced support and troubleshooting for IT infrastructure, EUC, and cloud services (M365, Azure, backups, identity, and security tools)
Assist end-users with hardware/software support, remote assistance, device provisioning, and lifecycle management in dynamic event settings
Manage and resolve escalated tickets, ensuring timely incident response, root cause analysis, and documentation of solutions across desktops, laptops, servers, and cloud platforms
Perform routine maintenance, patching, and updates for systems, including backups, endpoint management and security tools
Monitor IT assets using tools for performance, alerts, and proactive issue identification, collaborating with the IT Operations Manager on optimizations
Contribute to IT projects, migrations, and upgrades, ensuring minimal downtime and high service quality
Assist in documenting IT systems, procedures, and configurations for knowledge sharing
Mentor junior technicians and engineers, guiding them on troubleshooting and best practices
Assist with M&A-related IT integration activities, including onboarding of new acquisitions
Liaise with vendors and third parties for escalations, support cases, and service delivery
Research and recommend improvements to IT support processes, tools, and technologies to enhance efficiency and user experience
Participate in on-call rotations for after-hours support, event-specific setups as well as On-site Event Support for NA based events
Emergency incident response
Qualification
Required
5+ years' experience in IT support or engineering roles, ideally in a global or 24/7 environment
Strong hands-on experience supporting EUC operating systems including Windows, Mac, iOS and Android
Experience of administering EUC management platforms such as Intune and Jamf/Kandji
Experience administering Microsoft 365, cloud services (e.g. Azure), and identity platforms
Familiarity with backup solutions, security tools, and monitoring platforms
Experience of working within media or events industries
Previous involvement in IT projects, upgrades, and migrations
Advanced troubleshooting skills for infrastructure, EUC, and cloud systems
Ability to administer and support M365, Azure, and security platforms
Proficiency in supporting end-user devices, deployments, and remote troubleshooting
Knowledge of ITSM processes (incident, problem, and change management – ITIL preferred)
Strong problem-solving and analytical skills under pressure
Ability to communicate technical information clearly to both technical and non-technical audiences
Experience working with monitoring, alerting, and IT management tools
Adept at working in a fast-paced environment and managing high stress scenarios
Team player with ability to mentor junior colleagues and contribute to a collaborative IT environment
Bachelor's degree in IT or equivalent experience
5+ Years working in a technical environment with a focus on IT support
Certifications in IT support or related areas (e.g., CompTIA A+, Microsoft Certified: Azure Administrator, ITIL Foundation)
Strong commitment to high-quality support and customer service
Proactive and enthusiastic about solving problems and improving processes
Is action oriented and pursues everything with energy and drive. Passionate about success and winning
Flexible and responsive to changing demands, projects, and priorities
Able to balance day-to-day operations with project and escalation tasks
Clear communicator, able to explain technical concepts effectively
Listens carefully, maintains confidentiality, and works collaboratively across teams
Preferred
Experience supporting Mergers and Acquisitions (M&A) integration (desirable)
Benefits
Health care
Retirement
Vacation and other paid time off
Additional offerings
Company
IMG ARENA
IMG ARENA is a sports and federations company.
501-1000 employees
H1B Sponsorship
IMG ARENA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
unknown2025-03-19Acquired
Leadership Team
Eireann Kelly
VP of Product & Digital
Recent News
Sports Business Journal
2025-11-05
Company data provided by crunchbase