Support Engineer - II

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.

What You Will Do

Service delivery

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

• Meet response and resolution SLA targets on your queue.

• Keep ticket notes and time entries complete and current the same day.

• Escalate cleanly to a senior engineer when a ticket is above your level, with the work you have already done documented.

• Participate in the shared after-hours on-call rotation.

Escalation point & coaching

• 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.

Microsoft 365 and identity

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

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

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

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

Networking

• 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.

Security

• 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 escalate confirmed incidents.

• Execute patching cadence and vulnerability remediation tasks.

• Verify backups and support restore testing.

Infrastructure and projects

• 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.

Standards, documentation, and improvement

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

• Flag repeat issues and recurring manual work so they can be automated out., Experience supporting construction, government, or other multi-site and field-heavy environments.

What Success Looks Like

First 30 days. You know our stack, our standards, and our ticket process. You are resolving Tier 1 work independently and starting to take Tier 2 escalations.

First 90 days. You own escalated tickets end to end for a defined set of clients. Your ticket documentation is complete without reminders, your time entry is current daily, and you are actively coaching at least one Tier 1 engineer through their tickets rather than taking them over.

First 12 months. You are a name clients ask for. You have contributed to at least one documented standard or process improvement, at least one Tier 1 engineer you’ve coached has grown in skill or independence, and you are on track toward your next certification and tier review.

2 to 4 years in a technical support role, preferably at an MSP or in an environment supporting multiple separate networks and organizations.

• Working Microsoft 365 administration experience: Exchange Online, Entra ID, Teams, SharePoint, and basic Intune.

• Solid networking fundamentals and real troubleshooting instincts: TCP/IP, DNS, DHCP, VLANs, VPN, and wireless.

• Windows Server and Active Directory administration.

• Familiarity with MFA, endpoint protection, patch management, and backup verification.

• Ability to manage your own queue, prioritize across competing clients, and log your time accurately.

• Willingness to serve as an escalation point and coach for Tier 1 engineers - you don’t need prior formal lead experience, but you should want to help others get better, not just close your own tickets.

• Clear written and verbal communication with non-technical users.

• Valid driver’s license, reliable transportation, and willingness to travel to client sites.

• Ability to lift and position equipment up to 50 lbs and do occasional rack and cabling work.

• Ability to pass a background check and, where required by a client contract, a drug screening.

Preferred

• Prior MSP experience with a real stack (PSA, RMM, documentation platform, standardized security tooling).

• Exposure to any of: ConnectWise, NinjaOne, Huntress, Datto, Sophos, UniFi, AutoElevate, Keeper, Intune.

• CompTIA A+, Network+, or Security+. Microsoft certifications such as MS-900, MS-102, or SC-300.

• Any scripting or automation exposure (PowerShell, Graph API, or similar).

• Prior experience mentoring, training, or informally leading other technicians.

• Interest in growing into a technical lead role. We will build that path with you., You must be eligible to work in the US without company sponsorship. A valid driver’s license, reliable transportation, and proof of insurance meeting Indiana minimums are required.

Type: Full-time

Reports to: Service Manager

Compensation: $65,000 to $72,000 base, depending on experience and certifications, plus quarterly performance pay, specialist premiums, certification exam reimbursement, and annual cost-of-living adjustment

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., We measure this role on ticket documentation quality, billable capacity, client satisfaction, SLA attainment, and the growth of the Tier 1 engineers you coach. Those same measures drive your quarterly performance pay, so there are no surprises about what counts.

How You Grow Here

We do not leave career growth to chance. Advancement runs on a defined path:

• Certifications. We reimburse the exam fee when you pass an approved certification. Approved certifications count toward your next review.

• Time in role. There is a minimum, because experience is the point.

• Manager review. Your Service Manager assesses readiness, ticket quality, and team contribution - including how well you’ve coached the Tier 1 engineers around you.

From there, base pay continues to grow through specialist tracks: Security Specialist, Automation Specialist, and Client Technical Lead, each carrying a base premium. Senior Contributor status carries increased weight in the performance plan.

Why Schilling IT

Our People First culture means your growth, well-being, and ambition matter as much as the work you do. We’re a small team with a strong reputation across Northwest Indiana and Chicago - you’re not just a number here, and your work has visible impact.

• Competitive, market-rate pay with regular performance reviews, plus quarterly performance pay tied to measures you control.

• 401(k) with a 4% company match on your 5% contribution.

• Company-funded certifications and training that keep you ahead of the curve, plus annual cost-of-living adjustment.

• Medical, dental, and vision covering you and your family, HSA option, and fully company-paid life insurance.

• Open PTO (available after completing a 90-day probationary period) and 8 paid holidays.

• Hybrid schedule based out of Valparaiso, IN - remote flexibility on days without on-site or client-site work.

• A standardized, modern stack and an automation-first culture - we build things right rather than accept one-off exceptions per client.

See the full benefits package at schillingit.com/careers., * 401(k)

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance