Senior IT Support Engineer

Church's Texas Chicken•Atlanta, GA

19h

About The Position

The Senior IT Support Engineer delivers advanced technical support across a global enterprise environment and serves as the highest-level escalation point for complex issues. The role covers endpoint, identity, application, network, cloud, and security environments, combining hands-on troubleshooting with technical analysis, root-cause resolution, and continuous improvement. Its primary focus is engineering work—administering and optimizing the technology environment and leading automation and improvement initiatives—with the remainder devoted to direct end-user technical support. The engineer administers Azure and Microsoft 365 security capabilities, Microsoft Purview, and Microsoft Intune; supports endpoint protection and enterprise security and compliance initiatives; and collaborates with infrastructure, security, and application teams. The role also maintains technical documentation, mentors junior staff, serves as a subject matter expert, and influences endpoint, cloud, and security architecture decisions. AI and automation are used to improve operational efficiency, issue resolution, and user experience. The position provides onsite and remote user support in distributed and hybrid work settings, manages endpoint deployments and lifecycle activities, supports conference room and AV technology, and handles incidents and service requests using ITSM tools. It also provides user training, supports security awareness, and contributes to SLA-driven incident and problem management. The role is located at the RSC in Atlanta, Georgia, and reports to the Director of Technology Operations.

Requirements

Bachelor's degree in IT, Computer Science, or a related field, or equivalent experience; a degree is preferred.
5–7 years of IT support experience, with progression into Level 2–Level 3 responsibilities.
3–5 years of experience in a formal enterprise help desk or service desk environment.
2–3 years supporting hybrid cloud environments.
Experience working with vendors and SLA-based support models.
Experience supporting application integrations and technology rollouts.
Experience with asset lifecycle management and endpoint deployment.
Experience using AI tools to support troubleshooting and IT operations.
ITIL certification or hands-on experience applying ITIL frameworks, including incident, problem, and change management in a structured IT service environment.
Technical skills with Microsoft 365, Azure AD/Entra ID, and Intune.
Ability to support Windows, macOS, iOS, and Android.
Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, VPN, and Wi-Fi.
Experience supporting conference room and AV technology.
Knowledge of endpoint security, including Microsoft Defender and Conditional Access.
Experience with ITSM tools such as ServiceNow, Freshservice, Jira, or similar.
Strong written and verbal communication, customer service, user engagement, organizational, prioritization, independent-working, and collaborative skills.
Ability to fulfill essential job duties, with or without reasonable accommodation, including lifting, installing, and supporting IT and AV equipment as necessary.

Nice To Haves

Scripting or automation skills, such as PowerShell or Python.
CompTIA A+, CompTIA Network+, or Microsoft certification such as MCP, MD-102, or AZ-104.
Experience supporting Microsoft Copilot and other enterprise AI-driven platforms, facilitating end-user adoption, and identifying automation opportunities while observing enterprise governance and data protection standards.
Experience managing vendors and managed service providers, tracking performance against SLAs, and participating in vendor quarterly business reviews.

Responsibilities

Administer Azure and Microsoft 365 security capabilities, troubleshooting issues across identity, data, applications, and endpoint compliance and determining remediation priorities.
Manage Microsoft Purview for enterprise data governance, compliance, classification, sensitivity labeling, and information protection across on-premises, cloud, and SaaS environments.
Enforce IT security policies, endpoint compliance, and Conditional Access controls; support endpoint protection tools such as Microsoft Defender.
Lead enterprise patching, vulnerability remediation, and security initiatives.
Administer Microsoft Intune for device enrollment, compliance, patching, application deployment, and enterprise configuration standards.
Serve as the Level 3 escalation point for complex technical issues, performing root-cause analysis and implementing systemic fixes.
Support onsite and remote users by diagnosing and resolving hardware, software, system, endpoint, network, identity, application, connectivity, and collaboration-tool issues.
Provide Level 1 and Level 2 technical support for end users and enterprise systems, documenting and communicating throughout escalations to support SLA-driven resolution.
Manage endpoints across Windows, macOS, iOS, and Android, including imaging, deployment, upgrades, and lifecycle support.
Manage IT asset lifecycles—including deployment, tracking, auditing, and retirement—for devices, AV equipment, and network hardware; maintain accurate inventory, ownership, and location records and support refresh cycles.
Configure, support, and maintain conference room technology, including Microsoft Teams Rooms, video conferencing systems, displays, and AV hardware.
Manage incidents and service requests using ITSM tools, prioritize work by business impact and SLA requirements, and contribute to root-cause analysis and problem management.
Provide end-user training on Microsoft 365, Teams, conferencing tools, and enterprise systems, and promote security practices such as MFA and phishing awareness.
Use AI tools to assist with troubleshooting, ticket triage, knowledge management, and operational support; identify opportunities for responsible, secure automation.
Collaborate with infrastructure, security, application, and vendor teams; maintain knowledge base articles, SOPs, and technical documentation; and implement long-term improvements for recurring issues.
Engage and manage vendors and managed service providers, coordinate issue resolution, track service against SLAs, participate in vendor QBRs, and escalate as needed.
Mentor junior staff, share knowledge, and contribute to endpoint, cloud, and security architecture decisions.