RSC Support Technician

Job Summary

The Restaurant Support Center (RSC) Support Tech delivers advanced technical support across Church's Texas Chicken's global enterprise environment, serving as a key escalation point for complex issues spanning endpoint, identity, application, and network environments. This role combines hands‑on troubleshooting with deep technical analysis, root cause resolution, and continuous improvement initiatives to ensure a secure, stable, and high‑performing IT landscape. Operating within a structured, metrics‑driven IT service model, the engineer integrates endpoint management, cloud administration, networking, and security operations while partnering closely with infrastructure and security teams.

The position leverages automation and AI to enhance efficiency, accelerate issue resolution, and deliver an exceptional user experience across Corporate and Franchise locations.

• Deliver tiered technical support (Level1 through Level3) by diagnosing and resolving complex hardware, software, and system issues across desktops, laptops, mobile devices, and peripherals — both onsite and remotely — including enterprise application, identity, and connectivity troubleshooting.
• Administer Microsoft Intune for device enrollment, compliance, patching, and application deployment across Windows, macOS, iOS, and Android platforms, supporting the full endpoint lifecycle including imaging, deployment, and upgrades.
• Manage the lifecycle of IT assets — including devices, AV equipment, and network hardware — through deployment, tracking, auditing, and retirement, maintaining accurate inventory and asset records using ITSM and asset management tools.
• Administer Azure and Microsoft
  365 environments, troubleshooting issues affecting Microsoft Secure Score pillars including Identity, Data, Applications, and Endpoints, and ensuring security controls are enforced across on‑premises, cloud, and SaaS environments.
• Configure, support, and maintain conference room and AV technology (e.g., Microsoft Teams Rooms, video conferencing systems, displays, and AV hardware) to ensure a seamless collaboration experience for end users.
• Manage incidents and service requests using ITSM tools (e.g., Service Now, Fresh service), prioritizing and resolving issues based on business impact and SLA requirements, performing root cause analysis, and contributing to problem management initiatives.
• Enforce IT security policies including endpoint compliance, Conditional Access controls, and endpoint protection tools (e.g., Microsoft Defender), and actively participate in patching, vulnerability remediation, and security improvement initiatives.
• Provide end‑user support and training on Microsoft
  365, Teams, conferencing tools, and enterprise systems, promoting security awareness best practices such as MFA and phishing awareness, and leveraging AI tools to assist with troubleshooting, ticket triage, and knowledge management.
• Collaborate cross‑functionally with infrastructure, security, and application teams; maintain knowledge base articles, SOPs, and technical documentation; and identify recurring issues to implement long‑term process improvements.

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred, or equivalent hands‑on experience in a comparable enterprise IT environment.
• 5+ years of progressive IT support experience, with demonstrated advancement into Level2 and Level3 responsibilities, including 3–5 years within a formal enterprise help desk or service desk environment.
• 2–3 years of experience supporting hybrid cloud environments, with strong proficiency in Microsoft
  365, AzureAD / EntraID, and Microsoft Intune.
• Demonstrated experience supporting Windows, macOS, iOS, and Android platforms, including imaging, deployment, and endpoint lifecycle management.
• Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, VLANs, VPN, and Wi‑Fi, along with working knowledge of conference room and AV technology support.
• Experience with endpoint security tools such as Microsoft Defender and Conditional Access, as well as…