Tier II IT Support Engineer – Second Shift

Proven IT; Tinley Park (IL); On-site; USD 32,000 - 47,000; Full time

Benefits offered by this job

Health insurance

Life insurance

401(k) match

Parental leave

Gym on-site

Job summary

Proven IT is seeking a driven Tier II Service Desk Engineer for the second shift (1:00 PM – 11:00 PM) to join our Managed Network Services team in Tinley Park, IL. You will provide intermediate technical support, handle escalations, and help standardize client environments while performing proactive maintenance during non-peak hours.

You will coach Tier I techs, manage tickets in ConnectWise, and work with RMM and IT Glue, on-site or with third-party partners as needed.

Qualifications

• Bachelor's degree or equivalent work experience.
• 2–4 years in IT support with Tier II responsibilities in MSP/multi-client environments.
• Strong knowledge of Windows OS, Office 365, AD, and networking protocols.
• Familiarity with ConnectWise, ScreenConnect, IT Glue and RMM tools.
• Experience with firewalls, switches, VPNs, and wireless networks (Cisco/Meraki/SonicWall/Sophos).
• Certifications (MCP, MCSA, Network+, CCNA) preferred.
• Excellent written and verbal communication; self-management and professionalism.

Responsibilities

• Provide remote and on-site support for desktop, server, and network issues.
• Act as escalation point for Tier I, coaching junior technicians.
• Manage ticket queues in ConnectWise, logging all activity.
• Proactively communicate with clients and adhere to ticket closure policies.
• Perform routine maintenance and environment standardization during second shift.
• Update RMM/PSA tools and client documentation.
• Escalate critical issues to Team Lead/Management.
• Assist with new client transitions and cross-train team members.
• Participate in weekend/off-hour escalations as needed.

Skills

Windows OS

Office 365

Active Directory

Networking

Education

Bachelor's degree in Computer Information Systems

Tools

ConnectWise

IT Glue

RMM Platforms

ScreenConnect

Job description

Proven IT is seeking a driven Tier II Service Desk Engineer for the second shift (1:00 PM – 11:00 PM) to join our Managed Network Services team in Tinley Park, IL. You will provide intermediate technical support, handle escalations, and help standardize client environments while performing proactive maintenance during non-peak hours.

You will coach Tier I techs, manage tickets in ConnectWise, and work with RMM and IT Glue, on-site or with third-party partners as needed.