IT Support Engineer - Tier 2 Escalations Engineer
$68,000–$80,000 year
HybridChicago, Illinois, United States
Job Summary
Serve as the escalation point for complex Tier 1 tickets, diagnosing multi-layered issues across workstations, servers, networking, and cloud environments using packet analysis tools. Coordinate with vendors to resolve outages, deploy and configure infrastructure equipment, and perform onsite installations while representing Framework IT professionally during client interactions. Mentor Tier 1 technicians through ticket reviews, create documentation and training materials, and verify ticket resolution and satisfaction. Participate in on-call coverage rotation and submit accurate timesheets. Hybrid schedule with mostly work-from-home flexibility and approximately 15-20% onsite time.
Required 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
Desired Qualifications
- 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
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.