> Markdown version of [/jobs/ext/1764988-tier-ii-it-support-engineer](https://www.wearedevelopers.com/jobs/ext/1764988-tier-ii-it-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier II IT Support Engineer - **Company:** Merrill Lynch - **Location:** Tinley Park, United States - **Experience:** Experienced - **Salary:** $55,000.0 - $65,000.0 - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Microsoft Windows, Active Directory, Backup Devices, Networking Hardware, Virtual Private Networks (VPN), Network Troubleshooting, Microsoft Office, Network Administration, Network Protocols, Cloud Services, Remote Infrastructure Management, Server Administration, Wireless Access Point, Wireless Networks, Sonicwall, Firewalls (Computer Science), Information Technology, Cisco - **Published:** July 16, 2026 - **Apply:** https://www.dice.com/job-detail/e60fc5f6-a2cf-452c-87bb-5cbce4aedcca ## About the Role This position is ideal for someone with strong troubleshooting skills, a solid understanding of infrastructure and networking, and a passion for delivering an exceptional client 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. * Strong working knowledge of Windows OS (desktop and server), Office 365, Active Directory, and common networking protocols. * Familiarity with remote management tools (e.g., ConnectWise, ScreenConnect, RMM platforms). * Experience supporting and troubleshooting firewalls, switches, VPNs, and wireless networks (Cisco, Meraki, SonicWall, etc.). * Microsoft, CompTIA, or Cisco certifications (MCP, MCSA, Network+, CCNA) strongly preferred. * Must possess excellent written and verbal communication skills and a high level of professionalism. * Valid driver's license and reliable form of transportation. * Strong attention to detail, multitasking ability, and a proactive attitude toward continuous learning. Physical Requirements: * Must be able to lift up to 50 lbs. * Ability to work in confined spaces (e.g., under desks, server rooms). * Frequent walking, standing, bending, kneeling, and use of hands to operate tools and equipment. * Use of computer, phone, and other office and diagnostic equipment regularly. ## Description We are seeking a driven and customer-focused Tier II IT Support Engineer to join our Managed Network Services team. In this client-facing role, you will provide advanced support to end users, both remotely and on-site, across a wide range of IT environments. You will act as a key escalation point for Tier I support and collaborate with Tier III engineers for high-level issue resolution., * Provide on-site and remote technical support for desktop, server, and network issues for various client environments. * Escalate and work collaboratively with Tier III Engineers on complex issues involving infrastructure, security, or cloud services. * Serve as an escalation point for Tier I support, mentoring junior technicians and guiding them through more complex problems. * Travel to client sites from the office or home as needed, ensuring timely response and resolution of service requests. * Manage tickets in ConnectWise, ensuring detailed documentation of all customer interactions, technical steps, and resolutions. * Regularly update and utilize internal knowledge bases to improve support consistency and efficiency. * Support and maintain hardware (workstations, printers, network equipment), software, and mobile devices. * Assist in Active Directory administration, server maintenance, backup monitoring, Office 365 migrations, and other key infrastructure tasks. * Troubleshoot network-related issues including VPNs, switches, wireless access points, and firewalls. * Monitor ticket queues and prioritize work based on business impact and urgency. * Communicate clearly and proactively with clients about status updates, next steps, and follow-up procedures. * Support internal initiatives related to IT documentation, process improvement, and service delivery best practices. * Perform other duties or projects as assigned. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Hate organising your photos? 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