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. The Opportunity 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 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. What You'll Do Handle Escalations & Solve Complex Problems 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 Mentor & Develop Tier 1 Team 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 Deliver Client Service 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 Support Projects & Infrastructure 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 Document & Administer 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) What You Bring Required: 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 Preferred: 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 How We Measure Success Autonomous resolution of complex, multi-layered technical issues High customer satisfaction scores (≥ 95%) through clear communication Quality ticket resolution with minimal reopens (< 5% reopen rate) Strong documentation and knowledge base contributions Reliable participation in on-call coverage and critical escalations Compensation & Benefits Total Compensation: $68,000–$80,000 annually (base + bonus, based on experience and performance) Benefits Package: Medical, Dental, and Vision insurance 401(k) with partial company match Generous PTO and Flex day policy Professional development budget for certifications and training Hybrid work arrangement with mostly work-from-home flexibility Access to technical training and expert resources Our Values – Who We Hire At Framework IT, we hire the person, not just the skillset. We're looking for someone who shares our core values: Teamwork: We work together and for one another. Pride: We believe in the importance of our work. Dynamic: Life is always teaching, so we will continue learning. Integrity: We believe successful relationships require honesty. Open Minded: We are open to new ideas. Ready to Join Us? If you're energized by solving complex technical challenges, mentoring junior team members, and want to grow your expertise in a collaborative, fast-growing MSP environment, we want to hear from you! Apply now to be part of a team that's shaping how technology enhances the world around us. Framework IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.