Sr. IT Support Specialist

Sr IT Support Specialist

Meltwater is in search of a Sr IT Support Specialist who will play a critical role in ensuring the world-class delivery of IT services to our New York City office and to remote employees. Operating in a hybrid-remote workforce, this critical role will act as the ultimate escalation point, combining with white-glove support for C-level executives and technical troubleshooting for all Meltwater employees while maintaining excellent customer satisfaction.

What You’ll Do:

• Provide advanced, white-glove technical support to C-level executives
• Diagnose and resolve complex technical problems across the enterprise, acting as the ultimate local and remote escalation point.
• Administer and maintain core IT infrastructure including Windows/MacOS endpoints, cloud services (Microsoft 365, Azure AD/Entra ID, Google), networking equipment, and office A/V systems.
• Oversee IT hardware and software inventory, procurement, and asset lifecycle management.
• Monitor system performance and ensure optimal operation of all core IT systems administered by the IT Service Desk.
• Lead IT projects and other technical initiatives as directed by management.
• Monitor and maintain strict security protocols and corporate governance to protect company data and identity systems.
• Collaborate with other IT team members to develop or improve the IT Service Desk knowledge base and overarching IT policies and procedures.
• Conduct regular system audits and generate comprehensive reports on global system performance, asset compliance, and security posture.
• Provide technical training, mentorship, and professional guidance to junior IT support staff.
• Stay updated on the latest industry trends and technologies to recommend improvements and upgrades.
• In person support for the New York City office on Tuesdays, Wednesdays, and Thursdays, and as required for executive level meetings, i.e. Board meetings, etc

What You’ll Bring:

• Minimum of 7 years in IT support or a similar role, with a proven track record supporting executive-level leadership teams.
• Ability to resolve complex hardware and software incidents and requests in use by the business.
• Strong knowledge of Windows and MAC OS support within enterprise networks.
• Solid understanding of network protocols and services such as TCP/IP, DNS, DHCP.
• Solid understanding of endpoint management tools such as JAMF and Intune for provisioning, packaging, and policy compliance.
• Familiarity with IT security best practices including conditional access policies, MFA, and modern endpoint encryption standard protocols.
• Excellent communication and interpersonal skills, with the ability to maintain composure under pressure during executive interactions.
• Ability to work independently, and as a member of a team across all Meltwater locations.

What We Offer:

• Enjoy comprehensive paid time off that allows you to have an enhanced work-life balance.
• Excellent medical, dental, and vision options
• 401(k) matching, life insurance, commuter benefits, and parental leave plans
• Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
• Energetic work environment with a hybrid work style, providing the balance you need.
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career

Compensation Overview

At Meltwater, we believe great impact deserves great reward. Our compensation approach is data-driven, market-informed, and built to scale with your growth. We benchmark roles against external market data and use structured leveling frameworks to ensure fairness, consistency, and internal equity across teams and geographies. These frameworks are based on objective, gender-neutral criteria in line with applicable pay transparency regulations. For this role, the base salary range is $75,000-$85,000. Actual offers are determined based on job-related skills, experience, demonstrated capabilities, and work location. We typically hire within the range in a way that supports long-term growth, recognizing that compensation evolves as scope, performance, and impact expand over time. We regularly review our compensation practices and conduct pay equity analyses to help ensure our decisions remain fair, objective, and market-aligned. Employees and candidates may request additional information on how compensation is determined, in line with local legal requirements. Our Talent Acquisition Team is happy to walk you through the full compensation picture specific to your location and level during the interview process.

Our Story:

At Meltwater, we believe that when you have the right people in the right environment, great things happen. Our platform empowers our 27,000 customers around the world by transforming global media, social, and AI signals into actionable intelligence that leaders rely on to make faster, confident decisions. But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers. Our award-winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way. We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers. We’re proud of our diverse team of 2,200+ employees in 50 locations across 25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to unlock new heights in your career. We are Meltwater. Inspired by innovation, powered by people.

Equal Employment Opportunity Statement

Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment. All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations. Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world. We may use AI to assist in aspects of our hiring process, such as reviewing candidate information, capturing interview notes, and supporting interview activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws.