Senior IT Support Engineer

Church's Chicken•Atlanta, GA

11d

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 combines hands-on troubleshooting and root-cause analysis with administration and improvement of endpoint, identity, application, cloud, network, and security environments. It operates within a structured, metrics-driven IT service model and partners with infrastructure, security, application, and vendor teams to maintain a secure, stable, high-performing technology environment. The position uses automation and AI to improve efficiency, issue resolution, and user experience. Approximately 60–70% of the role is engineering and technical operations, including Azure and Microsoft 365 administration, Microsoft Purview data governance, endpoint management with Intune, security and compliance work, and Level 3 escalations. Approximately 30–40% is technical support, including resolving end-user and enterprise-system issues, endpoint deployment and lifecycle management, IT asset management, conference room and AV support, incident and service request handling, and user training. The engineer is a subject matter expert who mentors junior staff, leads automation and continuous-improvement initiatives, and influences endpoint, cloud, and security architecture decisions.

Requirements

Bachelor’s degree in IT, Computer Science, or a related field preferred, or equivalent experience.
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.
Experience working with vendors and SLA-based support models.
2–3 years of experience supporting hybrid cloud environments.
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 proven hands-on experience applying ITIL frameworks, including incident, problem, and change management in a structured IT service environment.
Knowledge of Microsoft 365, Azure AD / Entra ID, and Intune.
Experience supporting Windows, macOS, iOS, and Android.
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 skills.
Excellent customer service and user engagement skills.
Strong organization and ability to manage multiple priorities.
Self-motivation and ability to work independently and collaboratively.
Critical thinking, structured problem-solving, execution, prioritization, proactive ownership, cross-functional collaboration, and commitment to continuous improvement.
Experience engaging and managing external vendors and managed service providers, including tracking performance against SLAs and coordinating escalations.
Knowledge of identity protection, endpoint security, and data governance, with ability to identify and address risks.
Ability to fulfill essential job duties, with or without reasonable accommodation.
Ability to lift, install, and support IT and AV equipment as necessary.

Nice To Haves

Scripting or automation experience with PowerShell or Python.
CompTIA A+, CompTIA Network+, or Microsoft certification such as MCP, MD-102, or AZ-104.
Experience supporting enterprise AI tools, including Microsoft Copilot and AI-driven platforms, and facilitating end-user adoption.

Responsibilities

Troubleshoot and resolve issues affecting Microsoft Secure Score pillars, including identity, data, applications, and endpoints, and determine remediation priorities and approaches across the enterprise.
Administer Microsoft Purview for enterprise data governance, compliance, and information protection, including sensitivity labels, data classification, and policy enforcement.
Ensure security controls are implemented consistently 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.
Manage and administer Microsoft Intune for device enrollment, compliance, patching, and application deployment, and determine configuration standards and policy settings.
Serve as the Level 3 escalation point for complex technical issues affecting end users and enterprise systems; perform root-cause analysis and implement systemic fixes.
Support onsite and remote users in distributed and hybrid environments, troubleshooting endpoint, network, collaboration, application, identity, and connectivity issues.
Diagnose and resolve hardware, software, and system issues involving desktops, laptops, mobile devices, and peripherals.
Provide Level 1 and Level 2 technical support and maintain documentation and communication through escalation stages to support SLA-driven resolution and continuous improvement.
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 of devices, AV equipment, and network hardware; maintain accurate ownership and location records and support refresh cycles and audits.
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 and support for Microsoft 365, Teams, conferencing tools, and enterprise systems; promote security awareness and practices such as MFA and phishing awareness.
Use AI tools to assist with troubleshooting, ticket triage, and knowledge management, and identify opportunities for responsible, secure, and compliant automation.
Collaborate with infrastructure, security, application, and vendor teams to resolve issues and improve services.
Maintain knowledge base articles, SOPs, and technical documentation; identify recurring issues and implement long-term improvements.
Engage and manage vendors and managed service providers, coordinate issue resolution, track SLA performance, participate in vendor QBRs, and escalate service-delivery concerns.
Mentor junior staff and lead automation and continuous-improvement initiatives.