We are seeking a driven, proactive, and customer-focused Tier II Service Desk Engineer to join our Managed Network Services team on second shift (1:00 PM - 11:00 PM). In this role, you will provide intermediate-level technical support, handle ticket escalations, drive client environment standardization, perform proactive system maintenance, and ensure our RMM and documentation tools remain up to date during non-peak business hours.
You will act as a critical escalation point for Tier I support, providing hands-on coaching and mentorship to junior technicians, while occasionally dispatching on-site or collaborating with Tier III engineers for high-level issue resolution. This position is ideal for someone with strong troubleshooting skills, queue management discipline, a solid understanding of infrastructure, and a passion for delivering an exceptional client experience.
Key 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, actively coaching junior technicians on escalated resolutions, teaching new tools, and guiding appropriate escalation timing.
- Manage individual and team ticket queues in ConnectWise, maintaining high daily accountability (~7 hours of billable/accountable time, closing 6-8 tickets per day, and logging all correspondence in tickets).
- Conduct proactive daily client communications, following up at least twice per day on open issues and adhering to strict ticket closure policies after 3 days of non-response.
- Perform proactive system maintenance, network backup checks, server administration updates, and environment standardization aligned with Proven IT best practices during second-shift hours.
- Assist in maintaining and updating core RMM/PSA platforms, diagnostic tooling, and client documentation in IT Glue and ConnectWise Knowledge Base.
- Promptly identify and escalate critical issues (server outages, network downtime, wide-impact disruptions) to 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 field escalations from third-party or after-hours support teams.
- Maintain high operational standards regarding clocking in/out, shift punctuality, professional attire, and cell phone/Teams availability for escalation routing.
- Support internal initiatives related to process improvement, service delivery best practices, and documentation hygiene.
Perform other duties or projects as assigned.
Requirements
Required Skills & Experience:- Bachelor's degree in Computer Information Systems, MIS, or related field-or equivalent work experience.
- 2-4 years of experience in an IT support role, including hands-on Tier II responsibilities within an MSP or multi-client environment.
- Strong working knowledge of Windows OS (desktop and server), Office 365, Active Directory, and common networking protocols.
- Familiarity with remote management tools and documentation platforms (ConnectWise, ScreenConnect, IT Glue, RMM platforms).
- Experience supporting and troubleshooting firewalls, switches, VPNs, and wireless networks (Cisco, Meraki, SonicWall, Sophos, etc.).
- Microsoft, CompTIA, or Cisco certifications (MCP, MCSA, Network+, CCNA) strongly preferred.
- Must possess excellent written and verbal communication skills, strong self-management, and a high level of professionalism.
- Valid driver's license and reliable form of transportation for potential on-site dispatches.
- Strong attention to detail, multitasking ability, and a proactive attitude toward continuous learning.
Physical Requirements:- Must be able to lift up to 50 lbs.
- Ability to work in confined spaces (e.g., under desks, server rooms).
- Frequent walking, standing, bending, kneeling, and use of hands to operate tools and equipment.
- Use of computer, phone, and other office and diagnostic equipment regularly.
Benefits GROUP HEALTH INSURANCE: After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits utilizing the Cigna network. Health options include a choice of 2 PPO plans or a High Deductible Health Plan with employer contributions to a Health Savings Account (HSA). In addition, Dental benefits are available as well as a Vision PPO plan utilizing the EyeMed network. Proven also offers voluntary worksite benefits including critical illness, hospital indemnity, accident coverage, short-term disability insurance, supplemental life and pet insurance. Additional offerings include an employee discount program, home and auto insurance services and commuter/transit FSA.
EMPLOYER PROVIDED LIFE/AD&D INSURANCE: After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.
EMPLOYER PROVIDED LTD: Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time. The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6000/month. This benefit is paid entirely by Proven IT and has no cost to the employee.
EMPLOYEE ASSISTANCE PROGRAM: All employees may utilize the Disability Resource Services through Mutual of Omaha to assist themselves and their immediate family with convenient resources to help address emotional, legal and financial issues. Telephonic counseling and web-based services are available as well as a limited number of geographically accessible face-to-face sessions.
401K PLAN: All employees are eligible after 120 days of service to contribute on either a pre-tax or post-tax (Roth) basis to the 401K plan, administered by Principal Financial Services. Proven offers an employer match equal to 100% of the first 3% of deferrals plus 50% of the next 2% of deferrals.
FINANCIAL ADVISORY SERVICES: Proven IT partners with Merrill Lynch to offer financial advisement to all employees. Merrill Lynch financial advisors are available to assist employees at no cost, with their 401k and retirement questions.
PERMISSIVE TIME OFF POLICY: Proven provides a competitive paid time off policy for all full-time regular employees after a 90-day waiting period. Proven IT empowers their employees to work with their managers and team to coordinate all time off. Managers may impose a limit to requests for time off based on performance and tenure.
PARENTAL LEAVE: Proven IT offers a generous parental leave policy for new parents. After 24-months of employment, Proven provides full-time regular employees with 90-days of paid Maternity leave and 10-days of paid Paternity leave. Employees with less than 24-months of service may take the same amount of unpaid time off.
FITNESS CENTER: Proven IT offers a free on-site fitness center at the Tinley Park headquarters office location to all employees 24/7 Monday through Sunday. Employees utilize the gym equipment at their own risk.
Proven IT is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and welcome applicants from all backgrounds. All employment decisions are based on qualifications, merit, and business needs. If you need assistance or accommodation during the hiring process, please contact us.
This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
Salary Description
$55,000-$65,000/annually
