IT Support Engineer - II

As an IT Support Engineer - II serving as a key escalation point for the First Contact Resolution team, you’ll handle advanced technical issues that go beyond the initial support interaction. You’ll work closely with FCR engineers to resolve escalated issues, provide deeper technical expertise, and ensure complex problems are addressed quickly and thoroughly. When an escalation requires hands-on troubleshooting, hardware intervention, or onsite diagnostics, you’ll travel to client locations to deliver in-person support and restore service with minimal disruption. Your work ensures clients receive reliable, high-quality support across both remote and onsite engagements. This role is estimated to be 80% at our headquarters and 20% potentially in the field inside our Indianapolis centered service radius.

What You’ll Do

• Act as a key escalation point for the FCR team, taking ownership of issues that cannot be resolved during the initial interaction
• Travel to client locations as needed to perform onsite troubleshooting, hardware replacement, network diagnostics, and other hands-on support for escalated incidents
• Perform advanced technical triage to diagnose and resolve complex issues across systems, networks, and applications
• Document all troubleshooting steps, escalation notes, and resolutions with clarity and accuracy
• Collaborate with cross-functional teams-including dispatch, project engineering, and systems administration-to ensure timely and effective resolution of escalated issues
• Contribute to knowledge base improvements by identifying gaps, creating new documentation, and refining existing articles to support both FCR and higher-tier teams
• Provide feedback and coaching to FCR engineers to improve first contact resolution rates and overall support efficiency

Do you have experience in Server troubleshooting?, * 5+ years in a customer-facing technical role

• Prior experience with remote troubleshooting and associated tools
• Strong communication and customer service skills
• Ability to lift and move up to 50lbs (PCs, Servers, etc)
• Excellent problem-solving skills with keen attention to detail
• Prior experience with MSPs desired
• Solid foundation in Networking (DNS, DHCP), Office365, and End user support
• Prior experience with medical / dental fields desired
• CompTIA A+, Server+, Security+, Network+, certifications desired, * IT support: 5 years (Required)

Pulled from the full job description

• Mileage reimbursement
• Professional development assistance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance, * Competitive salary + performance bonuses
• Health, dental, vision, life, disability benefits
• Matching retirement plan
• Assistance w/ professional development
• Paid vacation, sick, and comp time
• Mileage reimbursement

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Midtown Technology Group is a Managed Service Provider (MSP) located in Indianapolis, Indiana, with a specialized focus on supporting dental / medical field(s). We’re passionate about delivering reliable, personalized IT solutions that help business stay secure and efficient. Our team is known for going the extra mile, building strong relationships, understanding each client’s unique needs, and providing proactive service that sets us apart.