IT Support Engineer - Tier 2 Escalations Engineer

Framework IT•Chicago, IL

1d•$68,000 - $80,000•Hybrid

About The Position

Framework IT is Chicago's premier IT Managed Service Provider on a mission to reinvent how technology is serviced. With remarkable growth year over year, we're built on a client-first philosophy that focuses on understanding business needs first, then designing the right support solutions. We believe in working together to grow together. Our investment in the health, happiness, and career development of our team fuels the innovation that shapes how technology enhances the world around us. We're seeking an IT Support Engineer II to serve as our advanced technical specialist and escalation point for complex infrastructure challenges. You'll combine strong technical expertise across multiple IT domains—with particular strength in networking—with excellent communication and mentoring skills. This role balances autonomous problem-solving on escalated tickets with coaching and supporting junior technicians, driving both immediate client success and team growth. If you're passionate about solving complex technical problems, thrive in an MSP environment, want to mentor junior team members, and have strong networking background to complement your broader IT expertise, this is the role for you. Work Model: Hybrid schedule with mostly work-from-home flexibility, approximately 15-20% onsite at client locations.

Requirements

3-4 years of IT infrastructure support experience with advanced troubleshooting across multiple domains
2+ years of Managed Service Provider (MSP) experience
Advanced networking knowledge and hands-on experience: VLANs, subnetting, routing protocols, firewalls (SonicWall, Fortinet, Meraki), enterprise Wi-Fi, VPNs
Proficiency with network diagnostics tools (Wireshark, packet analysis, CLI commands)
Strong server and systems support: Windows Server, Active Directory, Office 365, cloud infrastructure
Understanding of DHCP, DNS, network services, and Active Directory integration
Experience with RMM and PSA platforms (ConnectWise experience strongly preferred)
Excellent troubleshooting and autonomous problem-solving abilities
Strong communication and mentoring skills
Ability to work independently and manage multiple complex priorities simultaneously
Ability to lift, carry, and move equipment (up to 50 lbs)
Valid driver license and reliable vehicle
Flexibility for hybrid schedule and on-call coverage as needed

Nice To Haves

CompTIA Network+, Cisco CCENT/CCNA, or equivalent networking certification
Microsoft Certified Associate (MCA) or similar systems certification
Vendor-specific certifications (Cisco, Fortinet, SonicWall, Meraki)
Experience with network monitoring tools (Auvik, PRTX, Managed Monitoring Services)
Cloud networking experience (AWS VPC, Azure)
Degree in Computer Science, Information Technology, or related field
Experience mentoring or coaching junior team members
Familiarity with AI tools and platforms

Responsibilities

Serve as the escalation point for complex help desk tickets from Tier 1 technicians
Diagnose and resolve multi-layered technical issues across workstations, servers, networking, and cloud environments
Leverage advanced networking expertise to troubleshoot enterprise issues: firewalls, VLANs, routing, Wi-Fi, VPNs, DHCP, DNS
Use packet analysis tools and diagnostic utilities to trace connectivity faults and performance bottlenecks
Coordinate with vendors (ISPs, hardware manufacturers) to resolve outages and complex issues
Provide ticket review, feedback, and coaching to Tier 1 technicians
Serve as technical reference and escalation point for junior team members
Create documentation, training materials, and knowledge base resources for the help desk team
Perform customer follow-up and verify ticket resolution and satisfaction
Work with management to identify coaching and development opportunities
Manage escalated service tickets with clear communication and timely resolution
Thoroughly test work and involve clients in acceptance testing for changes
Provide recommendations on infrastructure improvements and optimization
Represent Framework IT professionally during client interactions
Participate in infrastructure projects and implementations as engineering resource
Deploy and configure workstations, applications, networking, and server equipment
Perform onsite installations, troubleshooting, and client relationship building
Create and maintain comprehensive documentation, checklists, and process standards
Submit timely, accurate timesheets with appropriate activity detail
Participate in on-call coverage rotation for critical support (approximately once per quarter)