Senior IT Systems Engineer - Hybrid (Atlanta, GA)

Digital Insurance•Atlanta, GA

3d•Hybrid

About The Position

The Senior IT Engineer (Level 3) is an experienced technical resource providing advanced, escalated support and systems administration across the enterprise IT environment. This role serves as a Tier 3 point of escalation for complex issues spanning endpoints, servers, networking, identity, and cloud collaboration platforms—resolving issues that fall outside the scope of Level 1 and Level 2 support. This position is based in the Atlanta, GA area and follows a hybrid schedule, working in-office 3–4 days per week. The Senior IT Engineer partners closely with the broader IT Support, Infrastructure, and Security teams to maintain a stable, secure, and well-documented technology environment, while mentoring junior engineers and helping to continuously improve support processes.

Requirements

Considerable, hands-on experience (typically 5+ years) in IT support, systems administration, or a related technical role, with demonstrated ability to independently resolve complex, escalated issues.
Strong working knowledge of Windows OS administration (desktop and server) and enterprise networking fundamentals (TCP/IP, DNS, DHCP, VPN).
Experience administering Active Directory, Azure AD/Entra ID, and Microsoft 365 in an enterprise environment.
Experience with endpoint management tools such as Microsoft Intune and/or SCCM.
Working knowledge of PowerShell scripting for automation and troubleshooting.
Familiarity with ITIL-based ticketing and change management processes.
Strong analytical and problem-solving skills with the ability to prioritize and manage multiple escalations simultaneously.
Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users.
Demonstrated ability to mentor and support the professional development of junior team members.
Ability to work independently and collaboratively within a fast-paced, team-oriented environment.
Bachelor’s Degree (BS) in Information Technology, Computer Science, or a related field required.
5–7+ years of progressive, hands-on experience in IT support, systems administration, or a related technical role.
Demonstrated hands-on experience with: Active Directory and Azure AD / Entra ID, Microsoft 365 administration, Endpoint management (Microsoft Intune and/or SCCM), Windows OS administration (Workstation & Server), Enterprise networking fundamentals (IP, DNS, VPN, WAN/LAN), PowerShell scripting and automation.

Nice To Haves

Relevant certifications preferred (e.g., CompTIA Network+/Security+, Microsoft Certified: Modern Desktop Administrator, ITIL Foundation).

Responsibilities

Serve as the Level 3 (L3) escalation point for complex hardware, software, network, and application issues that L1/L2 support cannot resolve.
Perform advanced root-cause analysis and troubleshooting across Windows endpoints, servers, and enterprise applications.
Manage and resolve escalated tickets within established SLAs, ensuring timely communication with end users and stakeholders.
Administer and support Active Directory, Azure AD/Entra ID, and Microsoft 365 for account, access, and identity issues.
Support endpoint management platforms (Intune/SCCM) for imaging, patching, and configuration compliance.
Troubleshoot network connectivity issues including LAN/WAN, VPN, and Wi-Fi across office and remote locations.
Document recurring issues and root causes, and build knowledge base articles to improve first-contact resolution at L1/L2.
Participate in an on-call rotation for after-hours critical incident support as needed.
Administer and maintain servers, virtual environments, and core infrastructure supporting daily business operations.
Support enterprise applications, file/print services, and backup and disaster recovery processes.
Assist with the planning and execution of system upgrades, patch cycles, and infrastructure projects.
Develop and maintain PowerShell scripts to automate routine administrative and remediation tasks.
Maintain accurate technical documentation, including network diagrams, configuration standards, and runbooks.
Monitor system health and performance, proactively identifying and addressing potential issues.
Mentor and provide technical guidance to Level 1 and Level 2 support engineers.
Recommend and help implement process improvements to reduce ticket volume and improve overall support quality.
Partner with cross-functional IT teams (Security, Infrastructure, Applications) on projects and escalations.
Contribute to the evaluation and rollout of new tools and technologies that improve the end-user and IT support experience.