Tier II Field Engineer

Description

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.

• 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 Connect Wise, 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., Connect Wise, Screen Connect, RMM platforms).
• Experience supporting and troubleshooting firewalls, switches, VPNs, and wireless networks (Cisco, Meraki, Sonic Wall, 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.

• 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.

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 Eye Med 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 Blue Cross Blue Shield, 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…