Apply on Employer Site

Proven IT · 4 months ago

Tier 2 Engineer

Naperville, IL

Full-time

Onsite

Entry, Mid Level

$50K/yr - $65K/yr

2+ years exp

Proven IT is a managed IT support company, and they are seeking a Tier II Engineer to provide technical troubleshooting and maintenance for their clients. The role involves analyzing customer needs, solving complex system and network problems, and assisting with server administration and network infrastructure components.

Information TechnologyRetailSales

Responsibilities

Tier II receives escalations from Tier I to deliver support for Proven IT Helpdesk customers

Analyzes and investigates the customer needs through remote diagnostics and qualifying questions over the phone

Solves complex system and network problems using logic and knowledge

References and contributes to Proven IT knowledge base

Communicates and works effectively as a team with colleagues to solve client issues

Tier II assists in server administration, network backups, installs, and special projects

Supports wireless access points, switches, firewalls, and other critical network infrastructure components

Routinely uses computer and network knowledge to troubleshoot and find the best solution for customer IT needs

Willing to gain certifications on Proven IT-supported products, software and hardware systems

Consistently reviews and prioritizes tickets and workload

Documents troubleshooting steps and final resolution to ensure continuity in support

Potential to work in Active Directory, Sonic Wall, Sofo, Cisco, Outlook and Exchange platforms

Encourages and builds positive relationships and communicates effectively with co-workers, customers and third-party vendors

Performs other duties as assigned

This is an in-office position with up to 50% travel

Qualification

Windows ServersMicrosoft Active DirectoryCCNACustomer serviceCisco Meraki Solutions SpecialistAnalytical skillsCommunication skillsTeamworkAttention to detailSelf-motivated

Required

Bachelor's degree in Computer Information Systems/MIS or other business-related field

2+ years of experience working in the IT Tier I or Tier II field

Ability to work in a physical office

Ability to travel to client sites

Strong knowledge of customer service

Expertise in Windows Servers, Microsoft Active Directory

Ability to work on a team

Must be a strong communicator with the ability to communicate effectively with a wide range of clients

Must possess solid analytical, communication and technology skills

Ability to multi-task variety of assignments while working under non-negotiable deadlines; strong attention to detail

Must maintain confidentiality of client's sensitive information

Excellent organizational and customer service skills

Must be a self-motivated individual with a willingness to understand and use new technology

Ability to climb stairs and ladder

Must be able to work in confined spaces such as but not limited to server closets, under desks, etc

Must be able to lift up to 50 lbs

Candidates must have at least one of the following certifications, or an equivalent credential demonstrating similar technical knowledge: CCNA, AZ-104, MS-102 (Microsoft 365 Administrator), Cisco Meraki Solutions Specialist

Benefits

GROUP HEALTH INSURANCE: After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits through Cigna. Health options include a choice of 2 PPO plans, and a High Deductible Health plan. In addition, Dental benefits are available as well as a Vision PPO plan utilizing the EyeMed network. Proven also offers voluntary worksite benefits including critical illness and accident coverage, short-term disability insurance, supplemental life and pet insurance.

EMPLOYER PROVIDED LIFE/AD&D INSURANCE: After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by BlueCross BlueShield, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

EMPLOYER PROVIDED LTD: Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time. The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6000/month. This benefit is paid entirely by Proven IT and has no cost to the employee.

EMPLOYEE ASSISTANCE PROGRAM: All employees may utilize the Disability Resource Services through BlueCross BlueShield of Illinois to assist themselves and their immediate family with convenient resources to help address emotional, legal and financial issues. Telephonic counseling and web-based services are available as well as a limited number of geographically accessible face-to-face sessions.

401K PLAN: All employees are eligible after 120 days of service to contribute on either a pre-tax or post-tax (Roth) basis to the 401K plan, administered by Principal Financial Services. Proven offers an employer match equal to 100% of the first 3% of deferrals plus 50% of the next 2% of deferrals.

FINANCIAL ADVISORY SERVICES: Proven IT partners with Merrill Lynch to offer financial advisement to all employees. Merrill Lynch financial advisors are available to assist employees at no cost, with their 401k and retirement questions.

PERMISSIVE TIME OFF POLICY: Proven provides a competitive paid time off policy for all full-time regular employees after a 90-day waiting period. Proven IT empowers their employees to work with their managers and team to coordinate all time off. Managers may impose a limit to requests for time off based on performance and tenure.

PARENTAL LEAVE: Proven IT offers a generous parental leave policy for new parents. After 24-months of employment, Proven provides full-time regular employees with 90-days of paid Maternity leave and 10-days of paid Paternity leave. Employees with less than 24-months of service may take the same amount of unpaid time off.

FITNESS CENTER: Proven IT offers a free on-site fitness center at the Tinley Park headquarters office location to all employees Monday through Sunday, 24/7. Employees utilize the gym equipment at their own risk.

Additional Compensation: This position has the potential to earn a bonus based on the achievement of key performance indicators.

This position is overtime eligible.