Senior IT Support Engineer II – Networking & Escalations

Framework IT; Chicago (IL); Hybrid; USD 68,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401(k) with partial company match

PTO and Flex day policy

Certifications and training budget

Hybrid work arrangement

Job summary

Framework IT in Chicago is seeking an IT Support Engineer II to serve as a senior escalation expert with a strong networking focus. You will mentor Tier 1 technicians and handle complex issues across workstations, servers, networking, and cloud environments.

The role blends autonomous problem-solving with coaching, in a hybrid model requiring some onsite client work. Compensation ranges from $68,000 to $80,000, reflecting experience and performance.

Qualifications

• 3-4 years of IT infrastructure support experience with advanced troubleshooting across multiple domains.
• 2+ years of Managed Service Provider (MSP) experience.
• Advanced networking knowledge and hands on experience: VLANs, subnetting, routing protocols, firewalls (SonicWall, Fortinet, Meraki), enterprise Wi-Fi, VPNs
• Proficiency with network diagnostics tools (Wireshark, packet analysis, CLI commands)
• Strong server and systems support: Windows Server, Active Directory, Office 365, cloud infrastructure
• Understanding of DHCP, DNS, network services, and Active Directory integration
• Experience with RMM and PSA platforms (ConnectWise experience strongly preferred)
• Excellent troubleshooting and autonomous problem-solving abilities
• Strong communication and mentoring skills
• Ability to work independently and manage multiple complex priorities simultaneously
• Ability to lift, carry, and move equipment (up to 50 lbs)
• Valid driver license and reliable vehicle
• Flexibility for hybrid schedule and on call coverage as needed
• CompTIA Network+, Cisco CCENT/CCNA, or equivalent networking certification
• Microsoft Certified Associate (MCA) or similar systems certification
• Vendor specific certifications (Cisco, Fortinet, SonicWall, Meraki)
• Experience with network monitoring tools (Auvik, PRTX, Managed Monitoring Services)
• Cloud networking experience (AWS VPC, Azure)
• Degree in Computer Science, Information Technology, or related field
• Experience mentoring or coaching junior team members
• Familiarity with AI tools and platforms

Responsibilities

• Serve as the escalation point for complex help desk tickets from Tier 1 technicians
• Diagnose and resolve multi-layered technical issues across workstations, servers, networking, and cloud environments
• Leverage advanced networking expertise to troubleshoot enterprise issues: firewalls, VLANs, routing, Wi-Fi, VPNs, DHCP, DNS
• Use packet analysis tools and diagnostic utilities to trace connectivity faults and performance bottlenecks
• Coordinate with vendors (ISPs, hardware manufacturers) to resolve outages and complex issues
• Provide ticket review, feedback, and coaching to Tier 1 technicians
• Serve as technical reference and escalation point for junior team members
• Create documentation, training materials, and knowledge base resources for the help desk team
• Perform customer follow-up and verify ticket resolution and satisfaction
• Work with management to identify coaching and development opportunities
• Manage escalated service tickets with clear communication and timely resolution
• Thoroughly test work and involve clients in acceptance testing for changes
• Provide recommendations on infrastructure improvements and optimization
• Represent Framework IT professionally during client interactions
• Participate in infrastructure projects and implementations as engineering resource
• Deploy and configure workstations, applications, networking, and server equipment
• Perform onsite installations, troubleshooting, and client relationship building
• Create and maintain comprehensive documentation, checklists, and process standards
• Submit timely, accurate timesheets with appropriate activity detail
• Participate in on-call coverage rotation for critical support (approximately once per quarter)

Skills

Networking expertise

MSP experience

Windows Server & AD

Office 365 & Cloud

DNS/DHCP services

RMM/PSA (ConnectWise)

Troubleshooting

Communication & mentoring

Driver license

Hybrid/WFH capability

Education

Degree in Computer Science or IT

Tools

ConnectWise

Auvik

Wireshark

Job description

Framework IT in Chicago is seeking an IT Support Engineer II to serve as a senior escalation expert with a strong networking focus. You will mentor Tier 1 technicians and handle complex issues across workstations, servers, networking, and cloud environments.

The role blends autonomous problem-solving with coaching, in a hybrid model requiring some onsite client work. Compensation ranges from $68,000 to $80,000, reflecting experience and performance.