Technical Support Specialist II

Job Summary

The IT Support & Endpoint Engineer (Level 2) serves as the primary escalation point for complex technical issues and ensures timely resolution of service requests across the organization. This role is responsible for advanced troubleshooting, full ownership of support tickets, and maintaining high service standards. The position supports Control Southern’s modern IT environment, including Microsoft Intune, Entra ID, endpoint management, server infrastructure, and network operations.

Core Responsibilities

Advanced Technical Support (Level 2)

- Troubleshoot and resolve escalated hardware, software, and network issues
- Provide support for Windows systems, Microsoft 365, Active Directory, and endpoint devices
- Perform root cause analysis to prevent recurring issues
- Support multi-site operations

Ticket Ownership & Ticket System Management 

- Take full ownership of assigned SysAid tickets from start to completion
- Ensure tickets are actively worked, updated, and documented
- Meet SLA expectations for response and resolution
- Prioritize and manage multiple requests

Endpoint, MDM & Cloud Identity Support

- Manage endpoints using Microsoft Intune (enrollment, compliance, deployment)
- Administer Microsoft Entra ID (Azure AD) including users, groups, and access
- Support mobile device management (MDM) solutions
- Assist with Autopilot deployments
- Troubleshoot identity and endpoint issues

Server & Infrastructure Support

- Support Windows servers and core services (AD, DNS, DHCP, file services)
- Perform patching, maintenance, and monitoring
- Support backups and recovery efforts
- Assist with infrastructure upgrades

Networking & Connectivity

- Troubleshoot switches, firewalls, VPN, and wireless networks
- Resolve connectivity issues for remote and on-site users
- Assist with network changes and deployments
- Support IoT and connected devices

Key Expectations

- No tickets remain idle without progress or updates
- Full ownership of assigned work
- Proactive communication with users and leadership
- Immediate escalation when blocked
- Professional conduct at all times

-25% Travel requirements.

Required Skills & Qualifications

- 2–5 years of IT support experience
- Experience with Microsoft Intune, Entra ID, and MDM
- Knowledge of Windows servers (AD, DNS, DHCP)
- Basic networking knowledge (switches, firewalls, VPN, TCP/IP)
- Strong troubleshooting and problem-solving skills
- Ability to work independently and manage priorities

At Control Southern, we believe that if you live with integrity, success will follow.

Control Southern helps manufacturing plants in the Southeast run better, faster and smarter through automation and customized valve solutions. We offer on-site consultation, engineering services, top-notch products and business experience.

To grow even more, we are seeking candidates with integrity, a drive to excel in engineering, a dedication to customer service and a thirst to innovative in management.

Our expertise is backed by Emerson, a leader in global manufacturing and technology. With a team of highly skilled automation professionals developing unique solutions for our clients in power, pulp & paper, life science, chemical, food & beverage, alternative energy and many other process industries, we help the world run more efficiently.

Across North America, Emerson strategically partners with local companies to assist with delivery, ensure quality, and maximize lifetime value of all automation assets. This integrated network of twenty-one strategically selected local companies, known as Emerson Impact Partners, offer the tools, services, subject matter experts, local expertise, and technologies within and beyond Emerson’s portfolio to serve valve, automation and reliability needs.

As an Emerson Impact Partner for Georgia, Bahamas, the majority of Florida and Alabama, and portions of Tennessee, Control Southern connects customers with world-class solutions, superior technical expertise, and life-cycle services.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities