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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Engineer - Tier 2 Escalations Engineer - **Company:** After School Matters, Inc. - **Location:** Chicago, IL, United States - **Experience:** Experienced - **Salary:** $68,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Artificial Intelligence, Microsoft Azure, Command-Line Interface, Cloud Computing, CompTIA Network+, Dynamic Host Configuration Protocol, Domain Name System (DNS), Subnetting, Virtual Private Networks (VPN), Internet Service Provider, Microsoft Office, Windows Servers, Network Diagnostics, Network Monitoring, Routing, Network Service, Packet Analyzer, Wireshark, Virtual Local Area Networks, Wi-Fi Technology, Computer Networking Systems, Cloud Platform System, Sonicwall, Firewalls (Computer Science), Amazon Virtual Private Cloud (VPC), Information Technology, Fortinet, Network Server, Cisco - **Published:** August 20, 2026 - **Apply:** https://frameworkit.applytojob.com/apply/xcFYXT7YKP/IT-Support-Engineer-Tier-2-Escalations-Engineer?source=GS ## About the Role * 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 ## Description 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) ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [WeAreDevelopers LIVE - Back to CODE100](https://www.wearedevelopers.com/videos/1909-wearedevelopers-live-back-to-code100) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Your Infrastructure Is Not a Playground: AI Agents for Infra Done Right](https://www.wearedevelopers.com/videos/2084-your-infrastructure-is-not-a-playground-ai-agents-for-infra-done-right) - [A Technical Introduction to Bitcoin's 2nd Layer- The Lightning Network](https://www.wearedevelopers.com/videos/15-a-technical-introduction-to-bitcoin-s-2nd-layer-the-lightning-network) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)