Senior IT Support Engineer

About Downtown

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. We’re working to build a more equitable global music industry because we believe when creators and their partners are fairly compensated, they are empowered to keep creating and investing back in to the world.
We service over 50 million music assets from hundreds of countries across six continents, including some of the most well-known songs in popular music. Working with creators at every stage of their career, from emerging songwriters to iconic performers, our business model drives equity across the entire global music industry supply chain.

We are seeking a highly motivated and skilled Senior IT Support Engineer to join our team. Based out of our offices in the world-famous Grachtengordel of Amsterdam, you will work as part of our team ensuring seamless technology operations for our global workforce, with a strong focus on providing exceptional end-user support focused in Europe and the UK.

You will also have the exciting opportunity to contribute to various technology projects that enhance our services and user experience. This role requires the flexibility to collaborate with teams based in the US and UK and will involve work outside of local standard business hours.

• Serve as the regional point of contact for end-user computer technology issues related to Windows PCs and Apple Macs, providing timely and effective resolutions.
  
• Focus will be on Apple Macs, but an occasional Windows PC will cross your path.
• Troubleshoot and resolve client-side hardware, software, network, and peripheral issues with a focus on minimizing disruption and maximizing user productivity.
• Provide support for standard business applications, including Google Workspace, Microsoft 365, JAMF, Slack, as well as collaboration tools such as Confluence, Jira Service Management, and other industry-specific software.
• Contribute to clear and concise end-user documentation, guides, and FAQs for both internal end users and technical audiences.
• Participate with the broader group in conducting user training for supported applications and services, as well as employee onboarding.
• Manage user accounts, permissions, and access controls across multiple services.
• Assist in maintaining an accurate inventory of hardware and software assets.

• Participate in the execution and implementation of technology projects, such as hardware and software deployments, system upgrades, and infrastructure improvements.
• Document project progress in a clear and timely manner.
• Collaborate with other IT teams and vendors.
  

• Work effectively with colleagues and stakeholders across different time zones, specifically in the UK (frequent), US East Coast (often), and US West Coast (on occasion).
• Frequently participate in virtual meetings and maintain clear communication channels.
• Demonstrate flexibility with work hours to accommodate occasional overlap with US-based teams
• Contribute to the implementation of global IT standards and best practices in the region.
  

• Proven experience (typically 5+ years) in a technical support role, with a strong emphasis on supporting end users in a macOS environment. Windows PC technical support experience is a plus.
• Excellent independent troubleshooting and problem-solving skills across a wide range of client hardware, software, and network issues.
• Solid understanding of user account management and security best practices across various identity management platforms and services.
• Experience managing and supporting Google Workspace and Microsoft 365.
• Familiarity with remote support tools and techniques. Experience with Mobile Device Management (MDM) products—specifically JAMF products and services—is required. Exposure to Microsoft Intune is a plus.
• Experience with AWS, GCP, or Azure is a plus.
• Demonstrated ability to be a self-starter, manage time effectively, prioritize assigned and unassigned tasks, and work independently.
• Strong written and verbal communication skills with a customer-centric approach.
• Experience participating in technology projects is highly desirable. Experience working in Kanban and/or Agile environments is a strong plus.
• Experience working with global teams and across different time zones.

Fluency in English is essential. Proficiency in Dutch is not required, but helpful.