Senior End User Support Engineer

Commify; Chattanooga (TN); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Hybrid working

Competitive salary

Company bonus

Wellbeing support

Mental Health First Aider program

Giving back days

Learning & development

Total Rewards

Job summary

Commify in Chattanooga, TN, is seeking a Senior End User Support Engineer to provide high-level IT support, resolve complex incidents and mentor junior staff. The role emphasizes end-user devices, hybrid identity, and cloud transitions.

You will own vulnerability management, automate tasks with Intune, and coordinate with teams on tool migrations and onboarding/offboarding. The position offers hybrid work, strong learning opportunities, and a friendly environment.

Qualifications

• Senior IT support or systems administration experience.
• Excellent communication and customer service skills.
• Expert-level knowledge of Windows and macOS operating systems, including builds, imaging, and deployments.
• Experience managing hybrid identity environments with Entra ID and Active Directory, supporting cloud transition.
• Hands-on experience with MDM platforms, specifically Microsoft Intune.
• Proficiency with ticketing and documentation tools (Jira/Confluence).
• Scripting ability (PowerShell).
• Ambition to move into management roles.
• Experience with inter-office networking and VoIP.
• Vendor management and procurement experience.

Responsibilities

• Providing excellent service as the final escalation point for technical issues across core platforms including Windows, macOS, Google Workspace, Slack, and Entra ID.
• Leading end-user device vulnerability management, patching, auditing, and adherence to best practices.
• Identifying automation opportunities within Microsoft Intune to reduce manual workload and speed responses.
• Mentoring junior team members and deputising for the Team Leader when required.
• Managing end-to-end hardware and software support escalations in the ticketing system.
• Contributing to integration projects, including migration and consolidation of internal tools and back-office systems.
• Overseeing employee onboarding/offboarding workflows and asset tracking.

Skills

Windows

macOS

Entra ID

Active Directory

MDM (Intune)

Jira/Confluence

PowerShell

Automation

Vendor management

Networking/VoIP

Tools

Jira

Confluence

Microsoft Intune

Job description

Role Overview

We are seeking a Senior End User Support Engineer to join our dynamic IT support team. In this role, you will provide high-level technical support to end users, ensuring prompt resolution of IT issues and contributing to a seamless technology experience across the organization. You will be responsible for handling complex incidents, mentoring junior support staff, and collaborating with various teams to implement IT improvements.

Key Responsibilities

• Providing excellent service as the final escalation point for technical issues across our core platforms, including Windows, macOS, Google Workspace, Slack, and Entra ID.
• Leading and taking ownership of the end-user device vulnerability management process, including system patching, auditing, and ensuring we adhere to industry best practices.
• Identifying and implementing automation opportunities, particularly within Microsoft Intune, to reduce manual workload and increase the team\'s response time.
• Serving as a role model and technical mentor for junior team members, providing guidance, support, and deputising for the Team Leader when required.
• Managing the full lifecycle of hardware and software support escalations, logging them in our ticketing system and seeing them through to resolution.
• Playing a key role in integration projects, including the migration and consolidation of internal tools and back-office systems.
• Managing employee IT onboarding and offboarding workflows, including asset tracking of hardware and software.

Required Skills and Qualifications

• Proven experience in a senior IT support or systems administration role.
• Excellent communication and customer service skills, able to deal with users face-to-face, over the phone, or via a ticketing system.
• Expert-level knowledge of Windows and macOS operating systems, including builds, imaging, and deployments.
• Experience managing hybrid identity environments, with skills in both modern Entra ID and legacy Active Directory, helping to support our transition to a fully cloud-based system.
• Hands-on experience with Mobile Device Management (MDM) platforms, specifically Microsoft Intune.
• Proficiency with ticketing and documentation tools, specifically the Atlassian suite (Jira, Confluence).
• A demonstrable ability to automate processes using scripting languages (e.g., PowerShell).
• A clear ambition to develop into a management position, with a long-term goal of taking on line management responsibilities.
• Experience with inter-office networking and VoIP technologies.
• Experience with vendor management and procurement.

Benefits

• Competitive salary of $120,000– $150,000 per annum (depending on experience).
• Company Bonus
• Hybrid working
• Generous paid leave
• Enhance family leave
• Birthday day off
• Mental Health Support through our Wellbeing partner, Calm
• Wellbeing leave and a Mental Health First Aider program
• Giving back days to help support causes close to your heart
• Unlimited professional & personal learning
• Total Rewards, including retirement planning, healthcare and life assurance
• Team socials