IT Engineer II | Genius Bar Engineer 5545

Tier4 Group; Atlanta (GA); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Tier4 Group seeks an experienced Level II IT Engineer to deliver high-touch, Microsoft-centric IT support across the organization from Atlanta. You will provide both walk-up and remote assistance, acting as a trusted technology resource for employees and leadership with a focus on customer experience and swift resolution.

Responsibilities include managing endpoints, Microsoft 365/Intune, and SCCM environments while building automation scripts and documentation.

Qualifications

• 5+ years in IT support, systems administration, or related roles.
• Strong Microsoft technology background including AD, Intune and 365.
• Excellent communication and customer service skills.
• Experience with PowerShell scripting and automation.

Responsibilities

• Genius Bar–style in-person and remote user support for hardware, software, and workplace tech.
• Deliver white-glove support to executives and business-critical users.
• Own issues from first contact to resolution with strong customer focus.
• Support conference room tech, printers, peripherals, and onboarding hardware.

Skills

Customer service

Communication

Troubleshooting

End-user support

Tools

Active Directory

Microsoft 365

Intune

SCCM

PowerShell

Windows Server

Job description

We're looking for an experienced Level II IT Engineer who combines strong technical expertise with an exceptional customer service mindset.

In this role, you'll serve as a key member of our IT Engineering team while acting as a trusted technology resource for employees across the organization. You'll provide both walk-up and escalated technical support, deliver white-glove service for end users and leadership, and help maintain a modern Microsoft-centric environment.

This position is ideal for someone who enjoys solving complex technical issues but also thrives in highly visible, employee-facing environments where communication, responsiveness, and customer experience are just as important as technical skill.

What You'll Be Doing

Genius Bar & Employee Technology Experience

• Serve as a primary point of contact for employees seeking in-person and remote technical assistance.
• Provide a "Genius Bar" style support experience, offering hands-on assistance for hardware, software, mobile devices, and workplace technology.
• Deliver white-glove support for executives, leadership teams, and other business-critical users.
• Own user issues from initial engagement through resolution, ensuring an exceptional support experience.
• Support conference room technology, collaboration tools, printers, peripherals, and workplace devices.
• Assist with employee onboarding by preparing, deploying, and configuring technology for new hires.
• Manage device refreshes, replacements, upgrades, and technology lifecycle initiatives.
• Build trusted relationships with employees while serving as an ambassador for the IT organization.

Technical Support & Engineering

• Act as a Tier II escalation point for complex endpoint, application, networking, and infrastructure issues.
• Troubleshoot and resolve advanced issues involving Microsoft 365, Entra ID, Active Directory, Windows endpoints, and enterprise applications.
• Manage and support Microsoft Intune and/or SCCM environments for endpoint deployment, patching, and compliance.
• Troubleshoot VPN, Wi-Fi, LAN/WAN, DNS, DHCP, and connectivity-related issues.
• Develop and maintain PowerShell scripts to automate routine administrative functions.
• Create technical documentation, knowledge base articles, and support procedures.

Systems & Infrastructure Support

• Support Windows Server environments and core enterprise infrastructure.
• Assist with system upgrades, patch management, and technology improvement initiatives.
• Monitor system performance and proactively identify opportunities for increased reliability and efficiency.
• Partner with Infrastructure, Security, and Applications teams on enterprise projects and escalations.

What We're Looking For

• 5+ years of experience in IT Support, Systems Administration, End User Computing, Desktop Engineering, or Infrastructure Support.
• Experience delivering high-touch, customer-focused end-user support.
• Strong Microsoft technology background including:
• Active Directory
• Microsoft 365
• Intune and/or SCCM
• Windows Desktop & Server
• Solid networking fundamentals including TCP/IP, DNS, DHCP, VPN, LAN/WAN.
• Experience with PowerShell scripting and automation.
• Strong troubleshooting and root-cause analysis skills.
• Excellent communication and interpersonal skills.
• Ability to thrive in a highly visible role supporting users across all levels of the organization.

Preferred

• Experience supporting executives and VIP users.
• Experience in a walk-up support center, technology bar, Genius Bar, or end-user experience environment.
• Microsoft certifications.
• CompTIA Network+, Security+, or ITIL Foundation certification.

Why You'll Love It Here

• Top-shelf benefits that begin on Day One!
• Work with a modern, cloud-first technology stack and the latest enterprise tools
• Be part of a rapidly growing organization with real opportunities for advancement
• Gain exposure to cutting-edge technologies and high-impact projects
• Collaborate with a team that values innovation, growth, and continuous learning