Tier II Field Engineer

We are seeking a driven and customer-focused Tier II IT Support Engineer to join our Managed Network Services team. In this client-facing role, you will provide advanced support to end users, both remotely and on-site, across a wide range of IT environments. You will act as a key escalation point for Tier I support and collaborate with Tier III engineers for high-level issue resolution.

This position is ideal for someone with strong troubleshooting skills, a solid understanding of infrastructure and networking, and a passion for delivering an exceptional client experience.

Key Responsibilities

• Provide on-site and remote technical support for desktop, server, and network issues for various client environments.
• Escalate and work collaboratively with Tier III Engineers on complex issues involving infrastructure, security, or cloud services.
• Serve as an escalation point for Tier I support, mentoring junior technicians and guiding them through more complex problems.
• Travel to client sites from the office or home as needed, ensuring timely response and resolution of service requests.
• Manage tickets in ConnectWise, ensuring detailed documentation of all customer interactions, technical steps, and resolutions.
• Regularly update and utilize internal knowledge bases to improve support consistency and efficiency.
• Support and maintain hardware (workstations, printers, network equipment), software, and mobile devices.
• Assist in Active Directory administration, server maintenance, backup monitoring, Office 365 migrations, and other key infrastructure tasks.
• Troubleshoot network-related issues including VPNs, switches, wireless access points, and firewalls.
• Monitor ticket queues and prioritize work based on business impact and urgency.
• Communicate clearly and proactively with clients about status updates, next steps, and follow-up procedures.
• Support internal initiatives related to IT documentation, process improvement, and service delivery best practices.
• Perform other duties or projects as assigned.

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.
• Strong working knowledge of Windows OS (desktop and server), Office 365, Active Directory, and common networking protocols.
• Familiarity with remote management tools (e.g., ConnectWise, ScreenConnect, RMM platforms).
• Experience supporting and troubleshooting firewalls, switches, VPNs, and wireless networks (Cisco, Meraki, SonicWall, etc.).
• Microsoft, CompTIA, or Cisco certifications (MCP, MCSA, Network+, CCNA) strongly preferred.
• Must possess excellent written and verbal communication skills and a high level of professionalism.
• Valid driver's license and reliable form of transportation.
• 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 through Cigna. Health options include a choice of 2 PPO plans, or a High Deductible Health plan. 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 and accident coverage, short-term disability insurance, supplemental life and pet insurance.

EMPLOYER PROVIDED LIFE/AD&D INSURANCE

After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by BlueCross BlueShield, 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 BlueCross BlueShield of Illinois 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.