The Senior IT Support Engineer serves as an advanced technical escalation resource within a global enterprise support environment. This onsite role in Atlanta, GA emphasizes engineering and optimization across endpoint, identity, application, network, cloud administration, and security operations, while also providing direct end-user technical support.
Role Focus
In this position, the Senior IT Support Engineer handles complex issues as a Level 3 escalation point and performs enterprise-level engineering and technical operations. The expected time split is approximately 60 to 70 percent engineering and technical operations, and approximately 30 to 40 percent technical support.
Key Responsibilities
- Troubleshoot and resolve issues impacting Microsoft Secure Score pillars, including Identity (authentication, Conditional Access), Data (protection in M365 and cloud SaaS), Applications (security and permissions), and Endpoints (Intune compliance), using independent judgment to determine remediation priorities and approaches across the enterprise.
- Administer Microsoft Purview for enterprise data governance, compliance, and information protection, including applying sensitivity labels, classifying data, and enforcing policies.
- Ensure consistent controls across On-Premises, Cloud, and SaaS environments.
- Enforce IT security policies, endpoint compliance, and Conditional Access controls.
- Provide support for endpoint protection tools such as Microsoft Defender.
- Lead patching, vulnerability remediation, and security initiatives enterprise-wide.
- Collaborate with infrastructure, security, and application teams to resolve incidents and improve systems.
- Maintain knowledge base articles, SOPs, and technical documentation.
- Identify recurring issues and implement long-term improvements, applying independent judgment to prioritize fixes.
- Administer Microsoft Intune for device enrollment, compliance, patching, and application deployment, establishing configuration standards and policy settings enterprise-wide.
- Act as the highest level of escalation Level 3 for complex end-user and enterprise system issues, performing root-cause analysis and recommending systemic fixes across the company.
- Support onsite and remote users across distributed environments, including troubleshooting endpoint, network, and collaboration tools in hybrid work settings.
- Diagnose and resolve complex issues involving 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 escalation stages to support efficient, SLA-driven resolution and continuous improvement.
- Manage endpoints across Windows, macOS, iOS, and Android.
- Support endpoint lifecycle activities including imaging, deployment, and upgrades.
- Manage IT asset lifecycle, including deployment, tracking, auditing, and retirement for devices, AV equipment, and network hardware.
- Maintain accurate inventory, asset ownership, and location tracking using ITSM or asset tools.
- Support refresh cycles and conduct audits to ensure compliance and accuracy.
- Configure, support, and maintain conference room technology such as Microsoft Teams Rooms, video conferencing systems, displays, and AV hardware.
- Troubleshoot meeting room and collaboration technology issues to support a seamless user experience.
- Manage incidents and service requests using ITSM tools such as ServiceNow and Freshservice.
- Prioritize and resolve issues based on business impact and SLA requirements.
- Perform root cause analysis and contribute to problem management initiatives.
- Provide end-user support and training on Microsoft 365, Teams, conferencing tools, and enterprise systems.
- Promote security awareness and best practices, including MFA and phishing awareness.
- Utilize AI tools to assist with troubleshooting, ticket triage, and knowledge management.
Required Qualifications
- Bachelor’s degree in IT, Computer Science, or a 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 or 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 in a structured IT service environment.
- Experience with Microsoft 365, Azure AD / Entra ID, and Intune.
- Ability to support Windows, macOS, iOS, and Android.
- Networking fundamentals including TCP/IP, DNS, DHCP, VLANs, VPN, and Wi-Fi.
- Conference room and AV technology support experience.
- Endpoint security experience, including Microsoft Defender and Conditional Access.
- Experience with ITSM tools such as ServiceNow, Freshservice, or Jira.
- Scripting and automation experience with PowerShell and Python (preferred).
- CompTIA A+, CompTIA Network+, or Microsoft certifications (MCP, MD-102, AZ-104) (preferred).
- Strong written and verbal communication skills.
- Excellent customer service and user engagement skills.
- Strong organization skills with the ability to manage multiple priorities.
- Self-motivated with the ability to work independently and collaboratively.
Competencies
- Technical & Analytical Excellence: Critical thinking, structured problem-solving, execution and prioritization, proactive ownership, effective cross-functional collaboration with teams and vendors, and a continuous improvement mindset focused on automation and efficiency.
- Vendor Management: Experience managing external vendors and managed service providers, including coordinating resolution, tracking performance against SLAs, participating in vendor QBRs, and escalating to support consistent service delivery and accountability.
- AI-Enabled Support & Automation: Experience supporting enterprise AI tools such as Microsoft Copilot and AI-driven platforms for troubleshooting and end-user adoption, including opportunities to automate repetitive tasks using scripting and AI-driven workflows while ensuring responsible, secure, and compliant use aligned to governance and data protection standards.
- Collaboration & Cross-Functional Partnership: Collaboration with infrastructure, security, application, and vendor teams to address complex issues, bridging technical teams and business users for clear alignment, and sharing knowledge to support team learning.
- Security & Risk Awareness: Knowledge of identity protection, endpoint security, and data governance, with active identification and response to risks related to user actions, system flaws, and configuration issues.
Technology Exposure
Microsoft Secure Score, Microsoft Purview, Microsoft Intune, Microsoft Defender, Microsoft 365, Azure AD, Entra ID, Conditional Access, On-Premises, Cloud, SaaS, Microsoft Copilot, AI-driven platforms, ITSM and asset tools, ServiceNow, Freshservice, Jira, PowerShell, Python, TCP/IP, DNS, DHCP, VLANs, VPN, Wi-Fi, Microsoft Teams Rooms, Windows, macOS, iOS, Android, ITIL.
Physical Requirements
- Must be capable of performing essential job duties, with or without reasonable accommodation.
- Must be able to lift, install, and provide support for IT and AV equipment as necessary.
