Response Services Technician presso Mainstay Technologies, Inc.

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 size 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 for 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.  

ABOUT THE POSITION  

The Response Services (RS) Technician works with other technicians and engineers to assist clients with reactive items. The RS Technician develops relationships with their clients to help better answer questions, deal with problems, and ensure we deliver a fantastic client experience.

WHAT YOU WILL BE DOING

Client Service Requests: Utilizing world-class professionalism, provide an exceptional client experience and resolve issues as they are reported across the entire technology stack.  

• Manage assigned primary clients by resolving daily issues and assisting end users with technology 
• Identify the type and complexity of client issues to determine a need for escalation 
• ​​​​​​​Address unassigned service requests that have rolled over to the General Queue 

Maintain Accurate Documentation:  With uncompromising commitment to excellence, Response Services Technicians maintain, update, and validate client documentation.       

• Maintain accurate documentation of infrastructure and Line of Business applications  

• Review Client Configurations at each touchpoint throughout a service request 

• Review SharePoint folder with client information to verify accuracy  

• Take ownership and reach out to client and SA when documentation is outdated  

• Adhere to and assist in the continual improvement of client documentation 

• When documenting service requests, ensure: 

• Proper documentation and configurations are attached 

• Escalation notes when routing is necessary are contained 
• ​​​​​​​Summary lines are accurate and descriptive  
• ​​​​​​​All client correspondence occurs within the ticketing system (not Outlook) 

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

• Properly balance and prioritize workflow, schedule, and assigned tasks 

• Prioritize requests based on when it needs to be done, how long it might take, how important it might be to the client, and what could happen if a task is not done. 

• Schedule items out to prioritize your day, including necessary downtime and breaks, with the flexibility to move tasks around as windows of time open  
   

SKILLS FOR SUCCESS 

• Strong interpersonal skills; enjoy working in a team and with clients 

• Strong problem-solving skills with the ability to take a challenging problem and break it down 

• Committed professionalism; showing up on time, working hard, and committed to the success of the team 

• Ability to flourish in a fast-paced environment  

• High level of ownership with minimal supervision  

• Ability to multi-task with high attention to detail 

• Excellent technical aptitude with an ability to learn quickly 

• Strong time management and task prioritization abilities

• Two + years in IT supporting a full networked domain environment with a focus on security
• Experience maintaining, troubleshooting, and administering the entire Microsoft Technology Stack  
• Technically proficient with basic networking concepts and corporate network devices: firewalls, switches, wireless routers/access points, VLAN’s etc. 
• Working knowledge with network principles, including TCP/IP, DNS, DHCP, and RDP  
• Familiarity with regulatory environments highly desirable  
• Formal Education- Associates, Bachelors, or certifications preferred 
• Microsoft, A+, CompTIA or other certifications achieved or working toward preferred  

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-staffs in person.  We also maintain a beautiful office in Manchester, NH and a satellite office in Laconia, and we encourage each team member to choose their own balance of home and in-office work, that maximizes wellbeing.  We do encourage all teammates to come in weekly, but it is not required.  Applicants must live within driving distance to support clients, onboarding, and ongoing team integration.   

SALARY & BENEFITS

This is a full time, salaried position with a full benefits package, including: 

• A flexible and fun work environment with events, lunch+ learns, ping pong, snacks, games, and books 
• 3 weeks of PTO (4 weeks after 2 years) per year 
• A 2-week sabbatical at 5 years and a 5-week sabbatical at 10 years 
• Health, Dental, and Vision Insurance  
• Disability Insurance 
• Group and Supplemental Life Insurance  
• Paid Family Leave 
• 401(k) with 3% match 
• ESOP!
• Team Profit Sharing
• Training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs) 
• Paid Volunteer Time Off