Senior IT Support Engineer

Church's Texas Chicken

Employee Job Description

Job Title: Senior IT Support Engineer

Reports To: Director of Technology Operations

Department:Technology and Digital Platforms

Location: RSC Atlanta, Georgia

FLSA Status: Exempt

Job Summary:

The Senior IT Support Engineer delivers advanced technical support across a global enterprise environment, serving as a key escalation point for complex issues. This role spans endpoint, identity, application, and network environments, combining hands-on troubleshooting with deep technical analysis, root cause resolution, and continuous improvement initiatives.

The position integrates endpoint management, cloud administration, networking, and security operations to ensure a secure, stable, and high-performing IT landscape. Operating within a structured, metrics-driven IT service model, the engineer partners closely with infrastructure and security teams while leveraging automation and AI to enhance efficiency, accelerate issue resolution, and improve overall user experience. In this senior role, the engineer will serve as a subject matter expert, mentor junior staff, lead automation and continuous improvement initiatives, and influence endpoint, cloud, and security architecture decisions. This role's primary duty is engineering-focused - analyzing, administering, and optimizing the technology environment and leading automation and improvement initiatives - with the remaining time spent on direct end-user technical support.

Key Duties/Responsibilities

• Engineering & Technical Operations (approximately 60-70% of time)

Azure Cloud Administration:

• Troubleshoot and resolve issues affecting Microsoft Secure Score pillars: Identity (e.g., authentication, Conditional Access), Data (protection in M365 and cloud SaaS), Applications (security and permissions), and Endpoints (Intune compliance), exercising independent judgment to determine remediation priority and approach across the enterprise.
• Manage and administer Microsoft Purview for data governance, compliance, and information protection enterprise-wide, such as applying sensitivity labels, classifying data, and enforcing policies. Ensure controls are implemented consistently across On-Premises, Cloud, and SaaS environments.

Security & Compliance:

• Enforce IT security policies, endpoint compliance, and Conditional Access controls
• Support endpoint protection tools (e.g., Microsoft Defender)
• Lead patching, vulnerability remediation, and security initiatives enterprise-wide

Collaboration & Documentation:

• Work cross-functionally with infrastructure, security, and application teams
• Maintain knowledge base articles, SOPs, and technical documentation
• Identify recurring issues and implement long-term improvements across the organization, exercising independent judgment on which fixes to prioritize

Endpoint Administration (from Endpoint & Device Management):

• Manage and administer Microsoft Intune for device enrollment, compliance, patching, and application deployment, determining configuration standards and policy settings enterprise-wide

Advanced Escalation (from Technical Support & Troubleshooting):

• Serve as the highest level of escalation - Level 3 (complex escalations and root cause analysis) - for complex technical issues affecting end users and enterprise systems, exercising independent judgment to determine root-cause resolutions and systemic fixes company-wide.

Technical Support (approximately 30-40% of time)

Technical Support & Troubleshooting:

• Proven ability to support both onsite and remote users across distributed environments, including troubleshooting endpoint, network, and collaboration tools in hybrid work settings
• Diagnosing and resolving complex hardware, software, and system issues across desktops, laptops, mobile devices, and peripherals
• Troubleshoot enterprise applications, identity, and connectivity issues
• Deliver tiered technical support by addressing Level 1 (basic troubleshooting) and Level 2 (advanced diagnostics) for end users and enterprise systems
• Maintain thorough documentation and communication throughout all escalation stages to drive continuous improvement and ensure efficient, SLA-driven resolution

Endpoint Deployment (from Endpoint & Device Management):

• Manage endpoints across Windows, macOS, iOS, and Android platforms
• Support endpoint lifecycle including imaging, deployment, and upgrades

Asset & Inventory Management:

• Manage lifecycle of IT assets (deployment, tracking, auditing, retirement) across devices, AV equipment, and network hardware
• Maintain accurate inventory, asset ownership, and location tracking using ITSM/asset tools
• Support refresh cycles and conduct audits to ensure compliance and accuracy

Conference Room & AV Equipment:

• Configure, support, and maintain conference room technology (e.g., Microsoft Teams Rooms, video conferencing systems, displays, AV hardware)
• Troubleshoot meeting room and collaboration technology issues to ensure seamless user experience

Ticket & Incident Management:

• Manage incidents and service requests using ITSM tools (ServiceNow, Freshservice, etc.)
• Prioritize and resolve issues based on business impact and SLA requirements
• Perform root cause analysis and contribute to problem management initiatives

User Support & Training:

• Provide end-user support and training on Microsoft 365, Teams, conferencing tools, and enterprise systems
• Promote security awareness and best practices (e.g., MFA, phishing awareness)
• Utilize AI tools to assist with troubleshooting, ticket triage, and knowledge management

Position Requirements (Education, Qualifications, Experience)

• 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 within 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 processes within a structured IT service environment

Technical Skills:

• Microsoft 365, Azure AD / Entra ID, Intune
• Windows, macOS, iOS, Android support
• Networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPN, Wi-Fi)
• Conference room and AV technology support
• Endpoint security (Microsoft Defender, Conditional Access)
• ITSM tools (ServiceNow, Freshservice, Jira, or similar)
• Scripting/automation (PowerShell, Python - preferred)

Desired Certifications:

• CompTIA A+, CompTIA Network+, or Microsoft Certified (MCP, MD-102, AZ-104) preferred.
• Soft Skills
• Strong communication skills (written and verbal)
• Excellent customer service and user engagement skills
• Highly organized with ability to manage multiple priorities
• Self-motivated with ability to work independently and collaboratively.

Competencies:

Technical & Analytical Excellence: Demonstrates critical thinking and structured problem-solving, strong execution and prioritization abilities, proactive ownership and initiative, effective cross-functional collaboration with teams and vendors, and a commitment to continuous improvement with an emphasis on automation and efficiency.

Vendor Management: Proven experience engaging and managing external vendors and managed service providers, including coordinating issue resolution, tracking performance against SLAs, participating in vendor QBRs (Quarterly Business Reviews), and escalating to ensure consistent service delivery and accountability.

AI-Enabled Support & Automation: Proven experience supporting enterprise AI tools, including Microsoft Copilot and AI-driven platforms, with a focus on troubleshooting and facilitating end-user adoption. Identifies opportunities to automate repetitive tasks using scripting and AI-driven workflows, while ensuring responsible, secure, and compliant use in alignment with enterprise governance and data protection standards.

Collaboration & Cross-Functional Partnership: Collaborates with infrastructure, security, application, and vendor teams to address complex issues. Bridges technical teams and business users for clear alignment. Proactively shares knowledge to foster team learning and support.

Security & Risk Awareness: Shows solid knowledge of identity protection, endpoint security, and data governance. Actively spots and addresses risks from user actions, system flaws, and configuration issues.

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.

1. If you're hungry for a career that's fun, fast-paced and loaded with opportunity, then you've come to the right place. At Church''s, we're not your typical quick service restaurant. We make real comfort food that makes a difference in peoples' lives. And for over 60 years, our restaurant has been a place where hard-working people can get ahead and go on to do amazing things by serving others.

2. Church's Chicken is an equal employment opportunity employer and makes hiring and employment decisions without regard to race, color, religion sex, national origin, age, disability, genetic information or any other factor prohibited by applicable law.