IT Support Engineer - Tier 2 Escalations Engineer

About Framework IT

Framework IT is Chicago's premier IT Managed Service Provider on a mission to reinvent how technology is serviced. With remarkable growth year over year, we're built on a client‑first philosophy that focuses on understanding business needs first, then designing the right support solutions.

We believe in working together to grow together. Our investment in the health, happiness, and career development of our team fuels the innovation that shapes how technology enhances the world around us.

We're seeking an IT Support Engineer II to serve as our advanced technical specialist and escalation point for complex infrastructure challenges. You'll combine strong technical expertise across multiple IT domains—with particular strength in networking—with excellent communication and mentoring skills. This role balances autonomous problem‑solving on escalated tickets with coaching and supporting junior technicians, driving both immediate client success and team growth.

If you're passionate about solving complex technical problems, thrive in an MSP environment, want to mentor junior team members, and have a strong networking background to complement your broader IT expertise, this is the role for you.

Work Model: Hybrid schedule with mostly work‑from‑home flexibility, approximately 15-20% onsite at client locations.

• Serve as the escalation point for complex help desk tickets from Tier 1 technicians
• Diagnose and resolve multi-layered technical issues across workstations, servers, networking, and cloud environments
• Leverage advanced networking expertise to troubleshoot enterprise issues: firewalls, VLANs, routing, Wi‑Fi, VPNs, DHCP, DNS
• Use packet analysis tools and diagnostic utilities to trace connectivity faults and performance bottlenecks
• Coordinate with vendors (ISPs, hardware manufacturers) to resolve outages and complex issues

• Provide ticket review, feedback, and coaching to Tier 1 technicians
• Serve as technical reference and escalation point for junior team members
• Create documentation, training materials, and knowledge base resources for the help desk team
• Perform customer follow‑up and verify ticket resolution and satisfaction
• Work with management to identify coaching and development opportunities

• Manage escalated service tickets with clear communication and timely resolution
• Thoroughly test work and involve clients in acceptance testing for changes
• Provide recommendations on infrastructure improvements and optimization
• Represent Framework IT professionally during client interactions

• Participate in infrastructure projects and implementations as engineering resource
• Deploy and configure workstations, applications, networking, and server equipment
• Perform onsite installations, troubleshooting, and client relationship building

• Create and maintain comprehensive documentation, checklists, and process standards
• Submit timely, accurate timesheets with appropriate activity detail
• Participate in on‑call coverage rotation for critical support (approximately once per quarter)

• 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 (Sonic Wall, 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 (Connect Wise 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…