2nd-Shift Tier II IT Support Engineer

Proven-I; Tinley Park (IL); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Life insurance

AD&D insurance

LTD

401(k) plan

Paid time off

Parental leave

On-site gym

Employee discounts

Commuter benefits

Job summary

Proven IT is seeking a driven Tier II Service Desk Engineer for the second shift (1:00 PM – 11:00 PM) to support diverse client environments across desktops, servers, and network infrastructure. You will coach junior techs, escalate complex issues, and manage ticket queues with ConnectWise and IT Glue during non-peak hours.

You will perform proactive system maintenance, participate in on-call rotations, and help standardize client environments in line with Proven IT best practices.

Qualifications

• Bachelor’s degree in a related field or equivalent work experience.
• 2–4 years in an IT support role with Tier II responsibilities in MSP/multi-client environment.
• Strong knowledge of Windows OS (desktop/server), Office 365, Active Directory, and common networking protocols.
• Familiarity with remote management tools and documentation platforms (ConnectWise, ScreenConnect, IT Glue, RMM).
• Experience supporting and troubleshooting firewalls, switches, VPNs, and wireless networks (Cisco Meraki, SonicWall, Sophos).
• Certifications such as MCP, MCSA, Network+, CCNA preferred.
• Excellent written and verbal communication; strong self-management and professionalism.
• Valid driver’s license for potential on-site dispatches.
• Strong attention to detail and proactive learning attitude.

Responsibilities

• Provide remote and occasional on-site support for desktop, server, and network issues across client environments.
• Act as escalation point for Tier I support; coach junior technicians and guide escalation timing.
• Manage ticket queues in ConnectWise; maintain accountability and log communications.
• Conduct proactive client communications and adhere to ticket closure policies.
• Perform system maintenance, backup checks, and environment standardization during second shift.
• Maintain and update RMM/PSA platforms and client documentation (IT Glue, ConnectWise KB).
• Identify and escalate critical issues to Team Lead/Management.
• Support client transitions and participate in training for new technologies.
• Participate in weekend/off-hours rotations for escalations.

Skills

Bachelor's degree

IT support experience

Tier II experience

Windows OS

Office 365

Active Directory

Networking basics

ConnectWise

ScreenConnect

IT Glue

RMM

Firewalls & VPNs

Cisco Meraki

SonicWall

Sophos

CCNA

MCP

MCSA

Network+

Communication skills

Professionalism

Education

Bachelor’s degree or equivalent

Tools

ConnectWise

ScreenConnect

IT Glue

RMM

VPNs

Cisco Meraki

SonicWall

Sophos

Active Directory

Office 365 Admin

Job description

Proven IT is seeking a driven Tier II Service Desk Engineer for the second shift (1:00 PM – 11:00 PM) to support diverse client environments across desktops, servers, and network infrastructure. You will coach junior techs, escalate complex issues, and manage ticket queues with ConnectWise and IT Glue during non-peak hours.

You will perform proactive system maintenance, participate in on-call rotations, and help standardize client environments in line with Proven IT best practices.