IT Support Engineer

TheIT Support Engineer (ITSE)serves as the final technical escalation point within theHelp advanced infrastructure and systems support for Mainstay clients while acting 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 collaborate closely withHelp DeskTechniciansTeam LeadsEngineering and Client Technology Managers to ensure the timelyresolution of complex issues whilemaintaininga high standard of client communication and documentation.

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

What you will be doing

Infrastructure Support:

• Serveas a point of escalation support and troubleshoot clientson-premiseand cloud infrastructures.
• Act as a primary escalation point for complex client issues acrosson-premiseand cloud infrastructure.
• Troubleshoot and resolve advanced server network and application issues escalated fromthe Help Deskor 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 toHelp Desk serviceboards during periods of high volume.

Client Communication & Incident Management

• AssistHelp DeskTechnicians in assessingbusiness 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.
• Collaborate with Help Desk Technicians during escalated troubleshooting toprovidereal-time technical guidance strengthen troubleshooting methodologies and elevate overall team capability.
• Demonstrate the ability anddesireto teach advanced technical concepts troubleshooting approaches and infrastructure best practices through mentorship collaborative escalation handling and informal team training.

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 and 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.
• Strong technical communication skills with the ability to mentor teammates and explain complex technical concepts in a practical approachable manner.

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- IT you trust from a team you enjoy. Mainstay Technologies provides a full IT and Information Security department to small and medium-sized businesses in the northern New England area. As a company in the Best Companies to Work For Hall of Fame we believe in using the power of technology and of business to help people flourish. This translates to a culture of caring high-ownership teammates who work hard enjoy each other immensely and turn off the work at the end of the workday to focus on what matters more than work.

It is our commitment to people that makes us who we are. We love what we do and we love who we do it with. We are driven by our mission: to give more than we get. People are always the ends never the addition to being a Best Company to Work For we have also been recognized as a Coolest Companies for Young Professionals Best of Business for Managed IT Services and theTorch Award for Marketplace Ethics. We have made theInc.Listfor fastest growing small businesses 5 times.

Benefits
This is a full-time hourly position with a partial benefits package including:

• A flexible and fun work environment with events lunch learns ping pong snacks games and books
• 401(k) with 3% match
• ESOP!
• Training program (including paid certifications tuition reimbursement and bonuses on achieving certs)
• Paid Volunteer Time Off

This description cannot encompass all tasksand could change at any duties as assigned may berequiredto achieve Mainstays vision mission and core values.