Tier II IT Support Engineer, Trainer and Mentor (WI)

MCR Business Intelligence LLC; Madison (WI); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

401K

Medical BCBS

Vision

Dental

Life and disability

Job summary

MCR Business Intelligence LLC in Madison, Wisconsin is seeking a Tier II IT Support Engineer who enjoys solving technical problems, mentoring others, and improving how IT services are delivered. This hands-on role includes leadership responsibilities and the chance to influence support operations across client environments.

You will troubleshoot complex issues, build strong client relationships, and contribute to documentation and process improvements while participating in after-hours on-call

Qualifications

• 3+ years of IT, MSP, or systems support experience.
• Strong troubleshooting across Windows, Microsoft 365, networking, and virtualization.
• Excellent communication skills with business clients and technical teammates.
• A passion for mentoring and developing other technicians.
• A mindset focused on improving systems, processes, and operational efficiency, not simply closing tickets.

Responsibilities

• Serve as the primary technical resource for Tier I technicians, providing guidance, coaching, and escalation support.
• Troubleshoot and resolve complex technical issues across client environments.
• Build strong relationships with business clients through clear, professional communication.
• Improve documentation, standards, and operational processes.
• Identify recurring issues and recommend practical improvements, automation, or standardization where appropriate.
• Participate in an after-hours on-call rotation supporting business-critical systems.

Skills

IT Support

Windows

Microsoft 365

Networking

Virtualization

Communication

Mentoring

Ownership

Tools

CompTIA

Microsoft

VMware

Job description

LOCATIONS

TRAVEL

Occasional travel between locations is required.

ABOUT MCR BUSINESS INTELLIGENCE

At MCR Business Intelligence, we help businesses continuously improve and evolve their technology environments so technology becomes an asset, not a limitation.

As part of the Tallman Equipment group of companies, we support and operate across multiple business environments and locations, combining responsive IT support with long-term technology planning and continuous operational improvement.

We are looking for a Tier II IT Support Engineer who enjoys solving technical problems, working directly with business clients, mentoring other technicians, and continuously improving how IT services are delivered.

This is a hands‑on technical role with leadership responsibility. Success is not measured only by the issues you resolve. It is measured by how much stronger the team becomes and how much simpler and more effective our support operations become over time.

WHAT YOU’LL DO

• Serve as the primary technical resource for Tier I technicians, providing guidance, coaching, and escalation support.
• Troubleshoot and resolve complex technical issues across client environments.
• Build strong relationships with business clients through clear, professional communication.
• Improve documentation, standards, and operational processes.
• Identify recurring issues and recommend practical improvements, automation, or standardization where appropriate.
• Participate in an after‑hours on‑call rotation supporting business‑critical systems.

HOW WE WORK

• We believe technology should make work simpler, not more complicated.
• We encourage our engineers to identify recurring issues, improve processes, automate repetitive tasks where appropriate, and continuously refine how we support our clients.
• We invest in research, experimentation, and professional growth during working hours because we believe learning is part of delivering excellent service.
• Whether the improvement is a better process, a new tool, clearer documentation, or an automation that saves time, we value engineers who leave things better than they found them.

WHAT WE’RE LOOKING FOR

• 3+ years of IT, MSP, or systems support experience.
• Strong troubleshooting skills across Windows, Microsoft 365, networking, and virtualization.
• Excellent communication skills with both business clients and technical teammates.
• A passion for mentoring and developing other technicians.
• A mindset focused on improving systems, processes, and operational efficiency, not simply closing tickets.
• Strong ownership, accountability, and follow‑through.
• Relevant certifications such as CompTIA, Microsoft, VMware, or similar are valued, but practical experience, curiosity, initiative, and problem‑solving ability matter more.

COMPENSATION

• Salary range: $65,000–$85,000 annually, depending on experience, technical depth, communication skills, mentorship ability, and demonstrated ownership.
• Benefits: 401K, Medical BCBS, Vision, Dental, Life and disability.

NEXT STEP IN THE PROCESS

LinkedIn’s screening questions only cover basic qualifications. Candidates selected for review will be asked to answer a short written questionnaire before the first interview.

• A Tier I technician brings you an issue but has done very little troubleshooting. How do you handle the situation, and why?
• Describe a time you helped another technician improve their skills. What approach did you take, and what was the outcome?
• Tell us about a recurring technical issue you encountered. How did you reduce or eliminate the problem long‑term?
• Describe a process you improved. It does not have to be technical. What was inefficient, what did you change, and what was the outcome?
• What does excellent technical documentation look like to you, and why is it important?
• What motivates you to continue learning and growing as an IT professional?

If you are looking for a role where you can solve meaningful technical challenges, develop other technicians, build lasting client relationships, and help shape the future of an IT organization, we would like to hear from you.