Tier II IT Service Desk Engineer - Evening Shift

Proven IT; Tinley Park (IL); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Health benefits (Cigna) incl. dental/視

Life insurance $25,000

Long-term disability

401K with employer match

Parental leave

On-site fitness center

Job summary

Proven IT seeks a driven Tier II Service Desk Engineer for the second shift (1:00 PM - 11:00 PM) in Tinley Park, IL. You’ll provide intermediate IT support, escalate Tier I issues, and mentor junior techs while updating RMM/PSA tools during non-peak hours.

You’ll manage tickets in ConnectWise, perform proactive maintenance, and coordinate on-site dispatches with Tier III engineers as needed. Strong troubleshooting and client‑facing skills are essential.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 2-4 years in an IT support role, with Tier II responsibilities in an MSP or multi-client environment.
• Strong working knowledge of Windows OS, Office 365, AD and networking protocols.
• Familiarity with ConnectWise, ScreenConnect, IT Glue and RMM tools.
• Experience supporting firewalls, switches, VPNs and wireless networks (Cisco, Meraki, SonicWall, Sophos).
• Certifications (MCP, MCSA, Network+, CCNA) strongly preferred.
• Excellent written and verbal communication; high professionalism.
• Valid driver’s license for potential on-site dispatches.

Responsibilities

• Provide remote and occasional on-site support for desktop, server, and network issues.
• Act as primary escalation point for Tier I; coach junior technicians on resolutions and tooling.
• Manage ticket queues in ConnectWise; log all activity and maintain accountability.
• Proactively communicate with clients and adhere to ticket closure timelines.
• Perform proactive system maintenance; update RMM/PSA platforms and IT documentation.
• Assist in on-site dispatches and collaborate with Tier III engineers for complex issues.
• Participate in weekend/after-hours escalations and support ongoing process improvements.

Skills

Windows OS

Office 365

Active Directory

Networking basics

Remote tools

RMM/PSA

Firewalls

VPNs

Cisco Meraki

Education

Bachelor’s degree in Computer Information Systems or related field

Tools

ConnectWise

ScreenConnect

IT Glue

RMM platforms

Job description

Proven IT seeks a driven Tier II Service Desk Engineer for the second shift (1:00 PM - 11:00 PM) in Tinley Park, IL. You’ll provide intermediate IT support, escalate Tier I issues, and mentor junior techs while updating RMM/PSA tools during non-peak hours.

You’ll manage tickets in ConnectWise, perform proactive maintenance, and coordinate on-site dispatches with Tier III engineers as needed. Strong troubleshooting and client‑facing skills are essential.