IT Support Engineer

About Us

Midtown Technology Group is a growing 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.

The Role

As an IT Support Engineer on the First Contact Resolution team (FCR), you’ll be the front line of our technical support team for a diverse set of tier 1/2 interactions, delivering fast, effective, and customer-focused solutions. With an emphasis on resolving client issues during the initial interaction, you’ll play a vital role in ensuring our clients experience seamless, reliable service from the very first touch point.

What You’ll Do

• Serve as the first point of contact for clients via phone, email, and ticketing systems
• Serve as the first point of contact for system maintenance, backup restore testing, and other quality of life tickets to determine if they are FCR resolvable or need escalation
• Diagnose and resolve technical issues during the initial interaction whenever possible
• Escalate complex or unresolved issues to a dedicated dispatch team, with a strong focus on notes and documentation
• Maintain accurate records of interactions, troubleshooting steps, and resolutions
• Collaborate with other support engineers and departments to improve resolution rates and customer satisfaction
• Contribute to improving knowledge base articles and supporting documentation

What We’re Looking For

• 3+ 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