IT Support Engineer

Church's Texas Chicken Employee Job Description

Job Title:

IT Support Engineer

Reports To:

Director of Technology Operations

Department:
Technology and Digital Platforms

Location:

RSC Atlanta, Georgia

Job Summary:

The 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.

• 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), Level 2 (advanced diagnostics), and Level 3 (complex escalations and root cause analysis) 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 & Device Management:
  Administer Microsoft Intune for device enrollment, compliance, patching, and application deployment. 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.
• 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). Has proven experience using Microsoft Purview for data governance, compliance, and information protection, such as applying sensitivity labels, classifying data, and enforcing policies. Ensure controls are implemented consistently across On-Premises, Cloud, and SaaS environments.
• 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 (Service Now, Fresh service, etc.). Prioritize and resolve issues based on business impact and SLA requirements. Perform root cause analysis and contribute to problem management initiatives.
• Collaboration & Documentation:
  Work…