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# IT Support Engineer

- **Company:** Media Inc.
- **Location:** Houston, TX, United States (Remote available)
- **Experience:** Expert
- **Salary:** $125,000.0 - $150,000.0
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Virtual Private Networks (VPN), Multi-protocol Systems, Wide Area Networks, Office365, Software Troubleshooting, Zendesk, Servicenow
- **Published:** July 26, 2026
- **Apply:** https://www.careerjet.com/jobad/usc9bfb01ff817a7e01830ebcc6d25dc95

## About the Role

Media Plan is seeking an IT Support Engineer to handle the full range of end-user support requests. The ideal candidate will be self-motivated, energetic, tech-savvy, collaborative, a strong troubleshooter who can both deliver frontline support and resolve complex, escalated issues, and understands the dynamics of a fast-growing company. The right person is equally comfortable troubleshooting a critical issue in real time, supporting an executive before an important meeting, and designing scalable systems that eliminate entire categories of future problems., * Experience in an IT Engineer/Technician role with exposure to AV environments.

 * Hands-on experience supporting AV control systems (Crestron, Extron, Q-SYS) and audio DSP platforms (Biamp, Shure, etc.).
 * Ability to communicate clearly and effectively at all levels in the organisation and to different levels of technical ability.
 * Proven ability to work and deliver effectively within defined measures of success.
 * An analytical and pragmatic problem-solving focus.
 * Recognised professional IT or AV qualifications (e.g., Crestron, Extron, Q-SYS, Biamp Tesira, Shure certifications).
 * Helpdesk experience (Freshdesk, Service Now etc)
 * Experience with the O365 suite of applications and tools.
 * Experience of WAN technologies such as MPLS and site-to-site VPN.
 * Experience of SD-WAN, internet breakout, and web-filtering technologies.

Embark on a rewarding journey where your technical expertise fuels operational excellence! We're looking for passionate individuals eager to grow their IT career while making a real difference in our organization's success.

## Description

* Diagnose and resolve advanced hardware, software, network, and connectivity issues for end users
 * Respond to and manage incidents and service requests through the ticketing system, meeting required SLAs
 * Provide both frontline and escalated technical support, handling the full range of incidents and service requests from initial intake through resolution
 * Install, configure, and troubleshoot software applications and endpoint management tools
 * Document solutions, create knowledge base articles, and maintain standard operating procedures
 * Maintain employee IT profiles and ensure each user's computer remains compliant with company IT and security policies
 * Identify recurring issues and recommend process or system improvements
 * Own IT asset management across the equipment lifecycle, including tracking, assignment, inventory accuracy, and retirement of hardware and software.


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