Technical Support Specialist II

Control-Souther; Suwanee (GA); On-site; USD 55,000 - 85,000; Full time

Job summary

Control Southern seeks an IT Support & Endpoint Engineer (Level 2) to serve as the primary escalation point for complex technical issues and ensure timely resolution of service requests across our organization. You will own tickets from start to finish, perform advanced troubleshooting, and maintain high service standards while supporting Intune, Entra ID, endpoint devices, servers, and networks.

This role covers multi-site operations with proactive communication to users and leadership,

Qualifications

• 2–5 years IT support experience.
• Experience with Intune, Entra ID, and MDM.
• Knowledge of Windows Server (AD, DNS, DHCP).
• Basic networking (switches, firewall, VPN, TCP/IP).
• Strong troubleshooting and independent work skills.
• Ability to manage priorities across multiple requests.

Responsibilities

• Troubleshoot and resolve escalated hardware, software, and network issues.
• Provide support for Windows systems, M365, AD, and endpoint devices.
• Take ownership of SysAid tickets from start to finish and meet SLA.
• Support multi-site operations and ensure timely ticket updates.
• Administer endpoints via Intune and Entra ID, and assist with Autopilot.
• Assist with server & infrastructure tasks and verify backups.
• Troubleshoot connectivity across remote and on-site users.
• Maintain professional conduct and proactive communication.

Skills

IT support experience

Microsoft Intune

Entra ID

MDM

Windows Server

Networking

Troubleshooting

Independent work

Job description

The IT Support & Endpoint Engineer (Level 2) serves as the primary escalation point for complex technical issues and ensures timely resolution of service requests across the organization. This role is responsible for advanced troubleshooting, full ownership of support tickets, and maintaining high service standards. The position supports Control Southern’s modern IT environment, including Microsoft Intune, Entra ID, endpoint management, server infrastructure, and network operations.

Advanced Technical Support (Level 2)

• Troubleshoot and resolve escalated hardware, software, and network issues
• Provide support for Windows systems, Microsoft 365, Active Directory, and endpoint devices
• Perform root cause analysis to prevent recurring issues
• Support multi-site operations
• Take full ownership of assigned SysAid tickets from start to completion
• Ensure tickets are actively worked, updated, and documented
• Meet SLA expectations for response and resolution
• Prioritize and manage multiple requests

Endpoint, MDM & Cloud Identity Support

• Manage endpoints using Microsoft Intune (enrollment, compliance, deployment)
• Administer Microsoft Entra ID (Azure AD) including users, groups, and access
• Support mobile device management (MDM) solutions
• Assist with Autopilot deployments
• Troubleshoot identity and endpoint issues

Server & Infrastructure Support

• Support Windows servers and core services (AD, DNS, DHCP, file services)
• Perform patching, maintenance, and monitoring
• Support backups and recovery efforts
• Assist with infrastructure upgrades

Networking & Connectivity

• Troubleshoot switches, firewalls, VPN, and wireless networks
• Resolve connectivity issues for remote and on-site users
• Assist with network changes and deployments
• Support IoT and connected devices
• No tickets remain idle without progress or updates
• Full ownership of assigned work
• Proactive communication with users and leadership
• Immediate escalation when blocked
• Professional conduct at all times

Required Skills & Qualifications

• 2–5 years of IT support experience
• Experience with Microsoft Intune, Entra ID, and MDM
• Knowledge of Windows servers (AD, DNS, DHCP)
• Basic networking knowledge (switches, firewalls, VPN, TCP/IP)
• Strong troubleshooting and problem-solving skills
• Ability to work independently and manage priorities

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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