Senior Information Technology Support Engineer

Reach Media is a media broadcast service provider based in Washington, DC, delivering international news content across television, digital, and social media platforms. Operating within a fast-paced, automated newsroom environment, we support live news production and real-time editorial content for global clients.

As we continue to expand, we are seeking talented professionals who thrive in dynamic newsroom settings and are passionate about live production, journalism, and broadcast technology.

Job Title: Senior Information Technology Support Engineer

Summary

The Senior IT Support Engineer is responsible for the reliable, secure and effective delivery of user IT support across end user and infrastructure domains. The IT Support Engineer plays a key role in ensuring IT services, infrastructure and cybersecurity controls support day‑to‑day business operations, content delivery and organizational resilience.

The Senior IT Support Engineer drives best practice, security‑by‑design and continuous improvement in everything they do. The individual must have deep knowledge of network principles, all aspects of LAN, WAN and WLAN networks and Network services.

Essential Job Functions

• Technical delivery, stability and supportability of Microsoft‑based IT services, including but not limited to Azure, Microsoft 365, Intune, Defender and hybrid Active Directory environments.
• IT support to end users and Technology teams
• Act as technical escalation point for IT, security and IT infrastructure incidents, particularly those relating to Microsoft platforms and endpoints.
• Ensure IT platforms are secure, resilient, scalable and fit for purpose, with security and risk considerations embedded in all designs and implementations.
• Implement, maintain and continuously improve cybersecurity controls in line with organizational policy and recognized best practices.
• Ensure systems and services align with business continuity and disaster recovery requirements.
• Assist with network, server, virtualization and firewall configuration.
• Manage and oversee patching, update cycles and configuration management, with particular emphasis on critical security updates.
• Define, document and promote technical standards, procedures and best practices across the IT and Support teams.
• Support and improve incident, problem, change and service management processes, ensuring efficient resolution and clear communication.
• Work closely with other Technology team members to ensure joined‑up delivery across corporate and Content Technology environments.
• Collaborate with technology partners and vendors during design, implementation and support phases.
• Contribute to root cause analysis of significant incidents and define robust, long‑term resolution plans.
• Proactively identify opportunities for service improvement, automation and operational efficiency.
• Maintain and contribute to internal documentation and knowledge bases to improve support effectiveness and consistency.
• Represent the IT technical function in cross‑functional discussions where required.
• Mentor and train members of the IT support and related teams as appropriate.
• Other duties as required to support the effective operation of Technology

Minimum Qualifications

• 5–7+ years of experience in IT infrastructure/support, including demonstrated ownership of Microsoft enterprise environments.
• Positive and friendly approach to end users and others requiring IT support assistance
• Strong hands‑on experience supporting and engineering Microsoft enterprise environments (Azure, Microsoft 365, Intune, Defender, hybrid AD).
• Proven experience operating IT infrastructure in secure, high‑availability or business‑critical environments.
• Solid understanding of cybersecurity principles, endpoint security, identity management and risk‑based decision making.
• Demonstrable experience working within structured IT service management processes (incident, problem, change).
• Experience contributing to business continuity, disaster recovery and resilience planning from a technical perspective.
• Ability to communicate technical concepts clearly to both technical and non‑technical stakeholders.
• Proactive, methodical approach with a strong focus on quality, documentation and continuous improvement.

Educations & Experience

• Bachelor's degree in Computer Science or related field preferred; or equivalent professional experience.
• Experience with cloud security, conditional access, endpoint protection and incident response.
• Experience with Cisco networking and firewall technologies.
• Relevant professional certifications (e.g., Microsoft Azure/M365 certifications, Security+, CISSP, CISM or similar). (Preferred)
• Familiarity with cloud environments, particularly AWS. (Preferred)
• Knowledge of relevant legislation and regulatory requirements (e.g., GDPR). (Preferred)
• Experience in broadcast, media, or other 24/7 operational environments. (Preferred)
• Exposure to automation, scripting, or infrastructure-as-code approaches. (Preferred)

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