IT Support Engineer

The IT Support Engineer (ITSE) serves as the final technical escalation point within the Help Desk team. ITSEs provide advanced infrastructure and systems support for Mainstay clients while acting as technical leaders within the team. 

This role requires strong troubleshooting skills across on-premise and cloud environments, the ability to remain calm and decisive during outages or emergencies, and a passion for mentoring others and improving processes. ITSEs collaborate closely with Help Desk Technicians, Team Leads, Engineering, and Client Technology Managers to ensure the timely resolution of complex issues while maintaining a high standard of client communication and documentation. 

All ITSE levels are expected to be adept technical researchers, capable of learning new technologies quickly and applying that knowledge effectively in real-world scenarios. 

What you will be doing

Infrastructure Support:  

• Serve as a point of escalation, support, and troubleshoot clients’ on-premise and cloud infrastructures. 
• Act as a primary escalation point for complex client issues across on-premise and cloud infrastructure. 
• Troubleshoot and resolve advanced server, network, and application issues escalated from the Help Desk 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 Help Desk service boards during periods of high volume. 

Client Communication & Incident Management 

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

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

• Maintain accurate time entries 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:  Create and maintain accurate client documentation throughout the infrastructure design and support process.  

• Create and maintain accurate client and internal documentation throughout the troubleshooting and resolution process. 
• Update outdated documentation and identify gaps or areas for improvement. 
• Share knowledge with teammates through coaching, documentation, and informal training. 
• Identify trends, common failures, and recurring issues to improve team effectiveness and client outcomes. 
• Collaborate with Help Desk Technicians during escalated troubleshooting to provide real-time technical guidance, strengthen troubleshooting methodologies, and elevate overall team capability. 
• Demonstrate the ability and desire to teach advanced technical concepts, troubleshooting approaches, and infrastructure best practices through mentorship, collaborative escalation handling, and informal team training. 

Your Background 

• 3-5 years of experience administering and supporting server infrastructure (cloud and on-premises), and the underlying network 
• Advanced depth of skills, knowledge, and experience 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 troubleshooting of 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 and HyperV hosts, 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/Azure, Fortinet, Cisco, VMWare, or other infrastructure-related (required) 
• Networking technologies: Cisco, Cisco Meraki, Fortinet, or equivalent knowledge (required) 
• Formal Education (Associates or Bachelors) in Computer Science (preferred, not required) 

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 investigative mindset; 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 thoughtfully identifying gaps, inefficiencies, or improvement opportunities and contributing ideas to strengthen team workflows. 
• Comfort operating in a fast-paced, evolving environment; able to pivot priorities, adapt to changing conditions, and remain effective amid ambiguity. 
• Passion for technology and continuous learning; consistently seeks to expand skills, stay current on industry trends, and apply new knowledge to improve outcomes. 
• High level of empathy, ownership, and accountability; takes responsibility for outcomes, demonstrates care 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 offices and to client sites may be required. 

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 means. In 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 the Torch Award for Marketplace Ethics.  We have made the Inc. 500 | 5000 List for 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 tasks and could change at any time. Other duties as assigned may be required to achieve Mainstay’s vision, mission, and core values. 

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