Tier II Engineer - Second Shift

We are seeking a driven, proactive, and customer-focused Tier II Service Desk Engineer to join our Managed Network Services team on second shift (1:00 PM - 11:00 PM). In this role, you will provide intermediate-level technical support, handle ticket escalations, drive client environment standardization, perform proactive system maintenance, and ensure our RMM and documentation tools remain up to date during non-peak business hours.

You will act as a critical escalation point for Tier I support, providing hands-on coaching and mentorship to junior technicians, while occasionally dispatching on-site or collaborating with Tier III engineers for high-level issue resolution. This position is ideal for someone with strong troubleshooting skills, queue management discipline, a solid understanding of infrastructure, and a passion for delivering an exceptional client experience.

• Provide remote and occasional on‑site technical support for desktop, server, and network issues across diverse client environments.
• Serve as a primary escalation point for Tier I support, actively coaching junior technicians on escalated resolutions, teaching new tools, and guiding appropriate escalation timing.
• Manage individual and team ticket queues in Connect Wise, maintaining high daily accountability (~7 hours of billable/accountable time, closing 6-8 tickets per day, and logging all correspondence in tickets).
• Conduct proactive daily client communications, following up at least twice per day on open issues and adhering to strict ticket closure policies after 3 days of non-response.
• Perform proactive system maintenance, network backup checks, server administration updates, and environment standardization aligned with Proven IT best practices during second‑shift hours.
• Assist in maintaining and updating core RMM/PSA platforms, diagnostic tooling, and client documentation in IT Glue and Connect Wise Knowledge Base.
• Promptly identify and escalation critical issues (server outages, network downtime, wide-impact disruptions) to Team Lead and Management.
• Support new client transitions, attend training on new client software, and cross‑train team members on newly introduced technologies.
• Participate in weekend and off‑hour rotation schedules to field escalations from third‑party or after‑hours support teams.
• Maintain high operational standards regarding clocking in/out, shift punctuality, professional attire, and cell phone/Teams availability for escalation routing.
• Support internal initiatives related to process improvement, service delivery best practices, and documentation hygiene.

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 within an MSP or multi‑client environment.
• Strong working knowledge of Windows OS (desktop and server), Office 365, Active Directory, and common networking protocols.
• Familiarity with remote management tools and documentation platforms (Connect Wise, Screen Connect, IT Glue, RMM platforms).
• Experience supporting and troubleshooting firewalls, switches, VPNs, and wireless networks (Cisco, Meraki, Sonic Wall, Sophos, etc.).
• Microsoft, CompTIA, or Cisco certifications (MCP, MCSA, Network+, CCNA) strongly preferred.
• Must possess excellent written and verbal communication skills, strong self‑management, and a high level of professionalism.
• Valid driver’s license and reliable form of transportation for potential on‑site dispatches.
• Strong attention to detail, multitasking ability, and a proactive attitude toward continuous learning.

• Mu…