IT Help Desk Engineer

Manchester, CT - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

General Role Description

The Response Services Engineer (RSE) serves as the final technical escalation point within the Response Services team. RSEs provide advanced infrastructure and systems support to Mainstay clients and serve as technical leaders within the team.

This role requires strong troubleshooting skills acrosson-premiseand cloud environments the ability to remain calm and decisive during outages or emergencies and a passion for mentoring others and improving processes. RSEs collaborate closely with Response Services TechniciansTeam LeadsEngineering and Client Technology Managers to ensure the timelyresolution of complex issues whilemaintaininga high standard of client communication and documentation.

All RSE levels are expected to beadepttechnical researchers capable of learningnew technologiesquickly and applying that knowledge effectively in real-world scenarios.

What Youll Do

Infrastructure Support: Serve as a point of escalation and support and troubleshoot clients on-premises and cloud infrastructure.

Act as a primary escalation point for complex client issues acrosson-premiseand cloud infrastructure.
Troubleshoot and resolve advanced server network and application issues escalated from Response Services or Client Technology Managers.
Respond to server and network outages or emergencies in alignment with Mainstay standards and procedures.
Collaborate with Engineering and Security teams as needed to resolve high-impact technical problems.
Participate in Tier 3 on-call rotation for engineering-level escalations.
Provide overflow support to Response Services boards during periods of high volume.

Client Communication & Incident Management

Assist Response Services Technicians in assessing business impact and urgency during outages.
Communicate downtime progress updates and resolutions clearly and professionally to clients and internalteam members
Exercise sound judgment and discretion when escalating issues to leadership or Client Services Managers.

Time Management & Client Billing:Maintainaccuratetime entries and effective time management to ensure productivity in a fast-paced work environment.

Maintainaccuratetimeentries using fractional billing methods.
Balance and prioritize workload based on urgency and impact.
Maintain reasonable availability between 8:00 AM and 5:00 PM for meetings calls and escalations.

Documentation& Knowledge Sharing:Createandmaintainaccurateclient documentation throughout the infrastructure design and support process.

Create andmaintainaccurateclient and internal documentation throughout the troubleshooting and resolution process.
Update outdated documentation andidentifygaps or areas for improvement.
Share knowledge with teammates through coaching documentation and informal training.
Identifytrends common failures and recurring issues to improve team effectiveness and client outcomes.

Your Background

3-5years of experienceadministering andsupporting server infrastructure(cloud andon-premises) and the underlying network
Advanceddepthof skillsknowledge andexperience in server administration such as:
- Modern Windows Server operating systems and underlying services such as: Active Directory DNS DHCP DFS NPS. Radius.
Microsoft Azure Infrastructure-as-a-Service:Management and troubleshootingof Servers Networks Storage and VPN connectivity to on-premises equipment.
Office 365/Exchange Online administration.
Backup technologies: VEEAM Datto Network Attached Storage Azure Backup.
Virtualization: VMWare andHyperVhosts high-availability clusters.
Shared storage concepts and functional working skills with various shared storage technologies (provisioning LUNs expanding volumes configuring RAID etc.) on Dell/EMC Lenovo or equivalent SAN.
Current certification in Microsoft Server/AzureFortinet Cisco VMWare or other infrastructure-related(required)
Networking technologies: Cisco Cisco MerakiFortinet or equivalent knowledge(required)
Formal Education (Associates or Bachelors) in Computer Science(preferred notrequired)

Skills for Success

Client-focused mindset with strong written and verbal communication skills; able to translate technical complexity into clear actionable information for clients and internal team members.
Strong problem-solving ability with a structured methodical troubleshooting approach; able to form hypotheses test assumptions and iterate toward resolution under pressure.
Intellectual curiosity and investigativemindset;driven to understand why issues occur not just how to fix them. Proactively explores root causes emerging technologies and unfamiliar systems to expand technical depth.
Ability to work independently and self-direct work; comfortable owning complex issues from identification through resolution with minimal oversight while knowing when to escalate or collaborate.
Ability to follow established processes while thoughtfullyidentifyinggaps inefficiencies or improvement opportunities and contributing ideas to strengthen team workflows.
Comfortoperatingin a fast-paced evolving environment; able to pivot priorities adapt to changing conditions and remain effective amid ambiguity.
Passion for technology and continuouslearning;consistentlyseeksto expand skills stay current on industry trends and apply new knowledge to improve outcomes.
High levelof empathy ownership and accountability; takes responsibility for outcomesdemonstratescare for teammates and clients and follows through on commitments.
Ability to collaborate effectively with team members vendors and clients while also being effective when working independently for extended periods.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer
Must be able to lift 15 pounds at times.
Travel between officesand toclient sites may berequired.

About Mainstay
Mainstay Technologies is a mission-driven fast-growing company that provides IT and Information Security services to organizations throughout New Hampshire and Northern care deeply about our clients and about our companyourculture is one of our strongest assets. We believe inconsciouscapitalismabusiness model that balances all stakeholders and seeks to provide ever-increasing value to our clients team members community vendors andtheenvironment. Our mission is to alwaysgive more than we getby creating value andhaving a positive impactat every turn.
We are in an excitingand evolvingindustry with significant opportunities love what we doand we are growing!In New Hampshire weve been recognized as one of theBest Companies to WorkForandCoolest Companies for Young Professionals. Demonstrating the excellence of our team Mainstay has also wonBest of Business for Managed IT Services theTorch Award for Marketplace Ethics andweve made theInc. 5000 Listfor fastest growing companies several times.
Our clients typically have a staff of 15-300 happy professionals and look to us for technologyand securityleadership guidance and service delivery. We provide a range of services eitherproviding fully managedIT and Information Securityservices orsupplementingclients in-house teams tooffersecurity compliance and IT services.

Location Specifics
We believe in Work-from-Anywhere AND in the value of in-person relationships. We provide nearly unlimited flexibility to work remotely but we do hold team meetings and all-staff in-person. We also maintain beautiful offices in both Laconia NH and Manchester NH and we encourage each team member to choose their own balance of home and in-office work that maximizes well-being. We do encourage all teammates to come in weekly but it is not required. Applicants must live within driving distance to support onboarding and ongoing team integration.

Salary & Benefits
This is a full-time salaried position with a full benefits package including 75% of medical costs covered for the entire family. Benefits also include: 401(k) with 3% match training program (including paid certifications tuition reimbursement and bonuses on achieving certs) laptop smartphone charitable program 3 weeks of starting PTO (4 weeks after 2 years) and long-term sabbatical benefit.

Required Experience:

Senior IC

General Role DescriptionThe Response Services Engineer (RSE) serves as the final technical escalation point within the Response Services team. RSEs provide advanced infrastructure and systems support to Mainstay clients and serve as technical leaders within the team.This role requires strong trouble...