Full description

We are seeking a driven and customer-focused Tier II IT Support Engineer to join our Managed Network Services team. In this client-facing role, you will provide advanced support to end users, both remotely and on-site, across a wide range of IT environments. You will act as a key escalation point for Tier I support and collaborate with Tier III engineers for high-level issue resolution.

This position is ideal for someone with strong troubleshooting skills, a solid understanding of infrastructure and networking, and a passion for delivering an exceptional client experience.

Key Responsibilities:

Provide on-site and remote technical support for desktop, server, and network issues for various client environments.
Escalate and work collaboratively with Tier III Engineers on complex issues involving infrastructure, security, or cloud services.
Serve as an escalation point for Tier I support, mentoring junior technicians and guiding them through more complex problems.
Travel to client sites from the office or home as needed, ensuring timely response and resolution of service requests.
Manage tickets in ConnectWise, ensuring detailed documentation of all customer interactions, technical steps, and resolutions.
Regularly update and utilize internal knowledge bases to improve support consistency and efficiency.
Support and maintain hardware (workstations, printers, network equipment), software, and mobile devices.
Assist in Active Directory administration, server maintenance, backup monitoring, Office 365 migrations, and other key infrastructure tasks.
Troubleshoot network-related issues including VPNs, switches, wireless access points, and firewalls.
Monitor ticket queues and prioritize work based on business impact and urgency.
Communicate clearly and proactively with clients about status updates, next steps, and follow-up procedures.
Support internal initiatives related to IT documentation, process improvement, and service delivery best practices.
Perform other duties or projects as assigned.

Tier II Field Engineer

Compensation

Not disclosed

Location

New Headquarters - Tinley Park Office

Work setup

Not specified

Seniority

Not specified

Employment

Not specified

Experience

Not specified

Full description

This position is ideal for someone with strong troubleshooting skills, a solid understanding of infrastructure and networking, and a passion for delivering an exceptional client experience.

Key Responsibilities:

Provide on-site and remote technical support for desktop, server, and network issues for various client environments.
Escalate and work collaboratively with Tier III Engineers on complex issues involving infrastructure, security, or cloud services.
Serve as an escalation point for Tier I support, mentoring junior technicians and guiding them through more complex problems.
Travel to client sites from the office or home as needed, ensuring timely response and resolution of service requests.
Manage tickets in ConnectWise, ensuring detailed documentation of all customer interactions, technical steps, and resolutions.
Regularly update and utilize internal knowledge bases to improve support consistency and efficiency.
Support and maintain hardware (workstations, printers, network equipment), software, and mobile devices.
Assist in Active Directory administration, server maintenance, backup monitoring, Office 365 migrations, and other key infrastructure tasks.
Troubleshoot network-related issues including VPNs, switches, wireless access points, and firewalls.
Monitor ticket queues and prioritize work based on business impact and urgency.
Communicate clearly and proactively with clients about status updates, next steps, and follow-up procedures.
Support internal initiatives related to IT documentation, process improvement, and service delivery best practices.
Perform other duties or projects as assigned.