IT Support Engineer II

Job Description

Job Description

IT Support Engineer II

Employment Type: Full-Time
Location: Smyrna, GA - Hybrid in office

About the Role

We are seeking a customer-focused IT Support Engineer to provide advanced technical support, systems administration, and endpoint management across a modern enterprise technology environment.

This role serves as both a hands-on technical resource and a key escalation point for complex support issues. You'll work across end-user computing, identity management, service management platforms, cloud technologies, and infrastructure operations while helping ensure employees remain productive and supported.

The ideal candidate combines strong technical troubleshooting skills with excellent customer service, systems administration experience, and the ability to work effectively across multiple IT disciplines.

What You'll DoTechnical Support & Escalation

• Serve as a senior escalation point for complex hardware, software, and user-support issues.
• Troubleshoot and resolve advanced technical problems affecting end users and business operations.
• Collaborate with Service Desk personnel to improve ticket resolution and customer satisfaction.
• Identify recurring issues and implement long-term solutions to reduce support demand.

Systems Administration

• Administer and support enterprise service management platforms.
• Manage identity and access processes, including user provisioning, account maintenance, and permissions management.
• Support endpoint lifecycle management, including hardware deployment, upgrades, and replacements.
• Ensure technology standards are consistently applied across the organization.

Infrastructure & Operations Support

• Assist with cloud, data center, and enterprise technology operations.
• Support major technology upgrades, migrations, and system implementations.
• Participate in infrastructure projects and technology modernization initiatives.
• Help maintain operational stability and service availability.

Technology Planning & Projects

• Analyze business and technical requirements and provide recommendations for hardware and software solutions.
• Contribute to technology planning, budgeting, and lifecycle management efforts.
• Participate in special projects involving new systems, platforms, and operational improvements.
• Research emerging technologies and recommend improvements to existing environments.

Stakeholder Engagement

• Build strong relationships with internal customers and cross-functional teams.
• Communicate technical concepts clearly to both technical and non-technical audiences.
• Understand business needs and align technology solutions to support organizational goals.
• Maintain professionalism and confidentiality when handling sensitive information.

Required Qualifications

• High school diploma or equivalent.
• 3+ years of professional IT experience.
• Experience supporting Microsoft Windows operating systems and Microsoft Office applications.
• Experience providing technical support in a service desk or end-user support environment.
• Strong troubleshooting, problem-solving, and analytical skills.
• Experience supporting hardware, software, and endpoint technologies.
• Ability to work independently with minimal supervision.
• Strong written and verbal communication skills.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related technical field.
• Experience administering ServiceNow or similar IT service management platforms.
• Experience with:
  • Microsoft Active Directory
  • Microsoft Entra ID
  • Microsoft 365 / Office 365
• ServiceNow Administration Certification.
• ITIL Certification.
• PC hardware certifications or equivalent technical credentials.
• Experience supporting technology migrations, upgrades, and endpoint transitions.
• Familiarity with cloud technologies and infrastructure environments.