Support Engineer II

About Schilling IT

Schilling IT is a managed IT services provider in Valparaiso, Indiana. We support 10 to 200 user environments across Northwest Indiana, with deep roots in construction and government. We are a cybersecurity-first, automation-first MSP. We do not just close tickets. We build standardized, secure, well-documented environments and act as our clients' strategic technology partner.

Our core values are PATH:
People First, Always Improving, Tenacity, Humbly Confident. We hire for those first and train the rest.

The Support Engineer II is the working core of our service desk. You take the tickets a Tier 1 cannot resolve, you own them to a clean close, and you keep the documentation and time entry tight behind you.

You will work across multiple client environments, so you will see more variety in a month here than most internal IT roles see in a year. You will have a senior engineer and a Service Manager behind you on anything above your level, and a defined path forward as you grow.

This is also a coaching seat. You are the escalation point Tier 1 engineers bring their hardest tickets to, and we expect you to coach them through the fix, not just take the ticket away — the strongest Support Engineer IIs make the whole desk better, not just their own queue. This is a growth seat in both directions: we expect you to be better at the end of the year than you were at the start, and we reimburse the certification exams that get you there.

• Own escalated tickets from Tier 1 through to resolution and client confirmation.

• Serve as the go-to escalation point for Tier 1 engineers on tickets they can't close on their own.

• Coach through the fix rather than taking the ticket away — the goal is a stronger Tier 1 engineer, not just a closed ticket.

• Help Tier 1 engineers spot patterns in their own troubleshooting and documentation, and flag skill gaps to the Service Manager.

• Model the standard for ticket documentation and client communication that Tier 1 engineers are expected to grow into.

• Day-to-day administration of Microsoft 365 tenants:
  Exchange Online, SharePoint, One Drive, Teams, and licensing.

• User lifecycle work in Entra , offboarding, permissions, MFA enrollment.

• Intune device enrollment, policy application, and endpoint compliance troubleshooting.

• Triage mail flow, spam, and phishing reports, and escalated suspected account compromise.

• Troubleshoot connectivity, DNS, DHCP, VLAN, VPN, and wireless issues across multiple client networks.

• Perform firewall and switch changes to documented standards, and firmware updates under senior engineer direction.

• Diagnose issues across ISP, LAN, and cloud workloads and know when to hand off.

• Apply our security standards, aligned to NIST CSF and CIS Controls, in the environments you touch.

• Work EDR and SIEM alerts as assigned, isolate endpoints, and elevate confirmed incidents.

• Execute patching cadence and vulnerability remediation tasks.

• Verify backups and support restore testing.

• Support Windows Server, Active Directory, Group Policy, and core line-of-business applications.

• Execute assigned tasks on project work: migrations, hardware replacements, and office buildouts.

• Support client onboarding: discovery, agent deployment, and documentation.

• Write documentation another engineer can follow without asking you a question.

• Flag repeat issues and recurring manual work so they can be automated out.

• Communicate clearly with non-technical users, on the phone and on site.

• Raise risks and gaps you spot in a client environment to the account team.

• Represent Schilling IT…