IT Support Engineer

Mainstay Technologies is a company dedicated to providing IT and Information Security services to small and medium-sized businesses in northern New England. They are seeking an IT Support Engineer who will serve as a technical escalation point within the Help Desk team, providing advanced infrastructure and systems support while mentoring team members and ensuring timely resolution of complex client issues.

Responsibilities:

• 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
• 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
• 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
• Create and maintain accurate client documentation throughout the infrastructure design and support 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• Update outdated documentation and identify gaps or areas for improvement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

Requirements:

• 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
• Networking technologies: Cisco, Cisco Meraki, Fortinet, or equivalent knowledge
• Formal Education (Associates or Bachelors) in Computer Science