Tier II Engineer - Second Shift

Proven Business Systems LLC•Tinley Park, IL

1d•$55,000 - $65,000

About The Position

Proven IT is seeking a driven, proactive, and customer-focused Tier II Service Desk Engineer for its Managed Network Services team. The position works second shift, from 1:00 PM to 11:00 PM, providing intermediate-level technical support, handling ticket escalations, standardizing client environments, performing proactive system maintenance, and keeping RMM and documentation tools current during non-peak business hours. The engineer is a key escalation point for Tier I support, coaching and mentoring junior technicians. The role also involves occasional on-site dispatches and collaboration with Tier III engineers on complex issues. Success requires strong troubleshooting and queue-management skills, a solid understanding of infrastructure, and a commitment to an exceptional client experience.

Requirements

Bachelor’s degree in Computer Information Systems, MIS, or a related field, or equivalent work experience.
2–4 years of IT support experience, including hands-on Tier II responsibilities in an MSP or multi-client environment.
Strong working knowledge of Windows desktop and server operating systems, Office 365, Active Directory, and common networking protocols.
Familiarity with remote management tools and documentation platforms, including ConnectWise, ScreenConnect, IT Glue, and RMM platforms.
Experience supporting and troubleshooting firewalls, switches, VPNs, and wireless networks, including technologies from Cisco, Meraki, SonicWall, or Sophos.
Excellent written and verbal communication skills, strong self-management, and a high level of professionalism.
Valid driver’s license and reliable transportation for potential on-site dispatches.
Strong attention to detail, multitasking ability, and a proactive attitude toward continuous learning.
Ability to lift up to 50 lbs.
Ability to work in confined spaces, such as under desks or in server rooms.
Ability to walk, stand, bend, kneel, and use hands to operate tools and equipment frequently.

Nice To Haves

Microsoft, CompTIA, or Cisco certifications such as MCP, MCSA, Network+, or CCNA.

Responsibilities

Provide remote and occasional on-site technical support for desktop, server, and network issues across diverse client environments.
Serve as a primary escalation point for Tier I support, coaching junior technicians on escalated resolutions, teaching new tools, and guiding escalation timing.
Manage individual and team ticket queues in ConnectWise, maintaining approximately seven hours of billable or accountable time daily, closing 6–8 tickets per day, and logging all correspondence in tickets.
Communicate proactively with clients, following up at least twice daily on open issues and following ticket closure policies after three days without a response.
Perform proactive system maintenance, network backup checks, server administration updates, and client-environment standardization in line with Proven IT best practices.
Maintain and update RMM/PSA platforms, diagnostic tools, and client documentation in IT Glue and the ConnectWise Knowledge Base.
Identify and promptly escalate critical issues, including server outages, network downtime, and disruptions affecting multiple users, to the Team Lead and Management.
Support new client transitions, attend training on new client software, and cross-train team members on newly introduced technologies.
Participate in weekend and off-hour rotation schedules to handle escalations from third-party or after-hours support teams.
Meet operational standards for clocking in and out, shift punctuality, professional attire, and availability by cell phone and Teams for escalation routing.
Support internal process-improvement, service-delivery, and documentation-hygiene initiatives.
Perform other duties or projects as assigned.

Benefits

Group health insurance, including a choice of two PPO plans or a High Deductible Health Plan with employer HSA contributions, available after a 30-day waiting period to eligible full-time employees and their dependents.
Dental benefits and a Vision PPO plan.
Voluntary benefits including critical illness, hospital indemnity, accident coverage, short-term disability, supplemental life, and pet insurance.
Employee discount program, home and auto insurance services, and commuter/transit FSA.
Employer-provided $25,000 life insurance and AD&D coverage for eligible full-time employees after a 30-day waiting period.
Employer-provided long-term disability insurance, with no cost to the employee.
Employee Assistance Program with resources for emotional, legal, and financial issues, including counseling and web-based services.
401(k) plan eligibility after 120 days of service, with employer matching contributions.
Financial advisory services through Merrill Lynch at no cost to employees.
Paid time off for eligible full-time regular employees after a 90-day waiting period.
Parental leave for eligible full-time regular employees after 24 months of employment: 90 days of paid maternity leave and 10 days of paid paternity leave; the same leave may be unpaid for employees with less than 24 months of service.
Free on-site fitness center at the Tinley Park headquarters, available 24/7.