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.

• 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,…