Tier II Engineer - Healthcare

Proven Business Systems LLC•Franklin, TN

12d•$50,000 - $60,000•Onsite

About The Position

As a Tier II Engineer at Proven IT, you will support healthcare partners, particularly Ambulatory Surgical Centers, as part of a close-knit team. This in-office role provides IT assistance to end users, including handling requests, setting up and maintaining hardware, participating in projects, delivering user training, and helping improve service delivery. You will provide advanced support and serve as an escalation resource for Tier I team members. The role includes client engagement, ticket documentation, collaboration on system and network issues, server administration, network backups, installations, project support, and support for communications and network infrastructure across healthcare locations. Relevant technologies include Microsoft 365, Active Directory, Entra ID/Azure AD, Intune, Teams Voice and other VoIP systems, Cisco Meraki, Sophos, ProofPoint, and healthcare technologies. Additional duties include supporting assessments, onboarding, migrations, and projects; documenting discoveries and technical findings for designated technical owners; improving workflows and preventing recurring issues; implementing automation; and contributing to environment documentation. The role requires protecting confidential client information and PHI/ePHI, following least-privilege and minimum-necessary access practices, validating authorization, and complying with incident-reporting and controlled-change procedures. You will assess the patient-care and business impact of outages, coordinate with authorized client contacts, and prioritize restoration without making clinical decisions. The position includes cross-training and sharing expertise, pursuing relevant certifications, and participating in a rotating, compensated 24/7 emergency-hotline schedule. Emergency calls may occur during or outside business hours. Responders must follow established procedures, document activity, and engage appropriate escalation resources when issues exceed their authority or capability.

Requirements

Bachelor's degree in Computer Science, or an equivalent combination of relevant experience and certifications.
At least 2 years of progressive IT support experience, including intermediate or escalated support responsibilities.
Strong hands-on experience with Microsoft 365, including Entra ID (Azure AD), Active Directory, MFA, Intune, Teams Voice/VoIP, and SharePoint.
General proficiency in networking fundamentals, PC/laptop troubleshooting, backup solutions, and cloud-based technologies.
Excellent documentation skills, including clearly recording procedures and issue resolutions and maintaining accurate records.
Proactive, self-motivated approach and commitment to professional growth and improving IT environments.
Strong accountability, responsibility, and commitment to consistently delivering quality work.
Must hold at hire or obtain within 120 days of hire or promotion one of the required Tier II core certifications: Microsoft 365 Certified: Endpoint Administrator Associate (MD-102) or CompTIA Network+.
Complete Cisco Meraki Network Engineer: Fundamental (CMNE-F) learning path within 12 months, unless a manager-approved equivalent or alternate timeline is documented.
Maintain active credentials where renewal applies and document required training completion; an official successor or manager-approved equivalent may be accepted.
Complete Proven IT-approved HIPAA Privacy, Security, and Breach Notification training, role-based PHI-handling training, and security-awareness training within 30 days and annually thereafter.

Nice To Haves

Previous IT support experience in Ambulatory Surgical Centers; this is evaluated independently from the certification requirement and does not substitute for the required credential.
Prior MSP experience.
Direct support experience in multi-site healthcare environments.
Recommended development credentials: Microsoft Certified: Identity and Access Administrator Associate (SC-300), CompTIA Security+, Microsoft 365 Certified: Collaboration Communications Systems Engineer Associate (MS-721), Cisco Certified Network Associate (CCNA), or Cisco Meraki Solutions Specialist (500-220 ECMS).

Responsibilities

Provide advanced technical assistance to end users and act as an escalation resource for Tier I staff.
Engage with clients remotely, by phone, or in person to identify IT challenges and deliver solutions.
Maintain accurate support-ticket documentation, including troubleshooting steps, progress updates, and resolutions.
Collaborate with other teams to resolve complex system and network issues.
Administer servers, support network backups and installations, and contribute to IT projects.
Support MS Teams Voice, third-party VoIP systems, and Meraki/Sophos network infrastructure across healthcare locations.
Use relevant Microsoft, networking, security, and healthcare technologies to deliver IT services.
Build effective working relationships with internal teams, customers, and vendors through professional communication.
Assist with approved assessments, onboarding, migrations, and project tasks; provide discovery evidence, incident history, and operational observations to the assigned technical owner.
Identify recurring support needs and provide technical findings or remediation input; formal project summaries, roadmaps, budgets, quotes, and SOW ownership remain with the designated technical roles.
Optimize customer workflows and develop strategies to prevent recurring support issues.
Implement deployment and management automation and contribute to environment-management and support documentation.
Protect confidential information and PHI/ePHI, apply least-privilege and minimum-necessary access, validate authorization, and follow incident-reporting requirements.
Cross-train team members and share technical expertise.
Participate in the rotating, compensated 24/7 emergency hotline; respond according to procedures, document activity, and escalate as appropriate.
Pursue certifications related to Proven IT products and systems.
Assess business and patient-care impact of outages, coordinate with authorized client contacts, and prioritize restoration without making clinical decisions.
Follow required maintenance-window, backup, testing, rollback, and approval procedures for changes that may affect clinical or business operations.
Complete approved HIPAA, PHI-handling, and security-awareness training within 30 days and annually thereafter.
Obtain one required Tier II core certification by the specified deadline and complete required Meraki technical training within the specified timeframe.

Benefits

Medical insurance options through the Cigna network, including PPO and HDHP plans with employer HSA contributions, for eligible full-time employees and dependents after a 30-day waiting period.
Dental insurance through Mutual of Omaha and vision insurance through the EyeMed network.
Voluntary critical illness, hospital indemnity, accident, 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-paid long-term disability insurance.
Employee assistance resources, including telephonic counseling, web-based services, and a limited number of in-person sessions.
401(k) plan with pre-tax and Roth contributions after 120 days of service, including an employer match.
No-cost financial advisory services through Merrill Lynch.
Paid time off for eligible full-time regular employees after a 90-day waiting period.
Paid maternity leave and paid paternity leave for eligible full-time regular employees after 24 months of employment; the same amount of time may be taken unpaid by employees with less than 24 months of service.
Free on-site fitness center at the Tinley Park headquarters, available 24/7.