Senior IT Support Engineer

Senior IT Support Engineer roles at Church's Texas Chicken combine hands-on end-user support with deep technical engineering across endpoints, identity, applications, and security. This onsite position in Atlanta, GA gives you a clear escalation lane for complex problems while you help standardize controls across On-Premises, Cloud, and SaaS environments.

What You’ll Do

Serve as a key technical escalation point for complex issues across a global enterprise environment, applying independent judgment to determine remediation priority and approach. You will balance advanced engineering work (approximately 60–70% of the time) with tiered technical support (approximately 30–40% of the time).

• Troubleshoot and remediate issues impacting Microsoft Secure Score pillars: Identity (authentication, Conditional Access), Data (protection in M365 and cloud SaaS), Applications (security and permissions), and Endpoints (Intune compliance).
• Engineer and administer Microsoft Purview for data governance, compliance, and information protection, including sensitivity labels, data classification, and policy enforcement.
• Enforce IT security policies, endpoint compliance, and Conditional Access controls consistently across On-Premises, Cloud, and SaaS.
• Support endpoint protection tools such as Microsoft Defender.
• Lead patching, vulnerability remediation, and security initiatives enterprise-wide.
• Administer Microsoft Intune for device enrollment, compliance, patching, and application deployment, defining configuration standards and policy settings.
• Act as Level 3 escalation for complex escalations and root cause analysis, driving systemic fixes company-wide.
• Provide tiered support across Level 1 and Level 2 by diagnosing and resolving hardware, software, system, endpoint, network, and collaboration tool issues for onsite and remote users in hybrid work settings.
• Troubleshoot enterprise applications, identity, and connectivity issues.
• Manage incidents and service requests using ITSM tools such as ServiceNow and Freshservice, prioritizing by business impact and SLA requirements.
• Perform root cause analysis and contribute to problem management initiatives.
• Maintain knowledge base articles, SOPs, and technical documentation, ensuring thorough updates and communication throughout escalation stages to support efficient, SLA-driven resolution.
• Manage endpoint lifecycle activities including imaging, deployment, upgrades, and support across Windows, macOS, iOS, and Android.
• Manage IT asset lifecycle (deployment, tracking, auditing, retirement) using ITSM/asset tools, ensuring accurate inventory and ownership/location tracking.
• Configure and support conference room technology such as Microsoft Teams Rooms, video conferencing systems, displays, and AV hardware, and troubleshoot collaboration room issues.
• Provide end-user support and training for Microsoft 365, Teams, conferencing tools, and enterprise systems.
• Promote security awareness and best practices, including MFA and phishing awareness.
• Use AI tools to assist with troubleshooting, ticket triage, and knowledge management.

Required Qualifications

• Bachelor’s degree in IT, Computer Science, or related field preferred (or equivalent experience).
• 5–7 years of IT support experience with progression into L2–L3 responsibilities.
• 3–5 years in a formal enterprise help desk/service desk environment.
• Experience working with vendors and SLA-based support models.
• 2–3 years 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 within a structured service environment.
• Microsoft skills including Microsoft 365, Azure AD / Entra ID, and Intune.
• Endpoint support experience across Windows, macOS, iOS, and Android.
• Networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPN, Wi-Fi.
• Conference room and AV technology support experience.
• Endpoint security experience with Microsoft Defender and Conditional Access.
• ITSM tools: ServiceNow, Freshservice, Jira, or similar.
• Scripting/automation using PowerShell and/or Python (preferred).
• CompTIA A+, CompTIA Network+, or Microsoft Certified (MCP, MD-102, AZ-104) preferred.
• Strong written and verbal communication, excellent customer service, and user engagement skills.
• Highly organized, able to manage multiple priorities; self-motivated and able to work independently and collaboratively.

Technologies You’ll Work With

• Microsoft Secure Score, Microsoft Purview, Microsoft Intune, Microsoft Defender, Microsoft 365, Azure AD, Entra ID, Conditional Access, On-Premises, Cloud, SaaS.
• Microsoft Copilot and AI-driven platforms, AI-enabled support approaches.
• ITSM/asset tools including ServiceNow, Freshservice, and Jira.
• PowerShell, Python, and networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPN, Wi-Fi.
• Microsoft Teams Rooms, Windows, macOS, iOS, Android.
• ITIL.

Physical Requirements

• Capable of fulfilling essential job duties, with or without reasonable accommodation.
• Must be able to lift, install, and provide support for IT and AV equipment as necessary.