Overview

Job DescriptionJob DescriptionDescription: Your Work. One Partner. Real Impact.A Support Desk Engineer serves as a primary point of contact for client technical support, playing a key role in delivering a high-quality client experience. They manage and resolve end-user tickets submitted via phone, desktop application, and email. They are responsible for diagnosing and resolving system issues, identifying root causes, and applying sound judgment to determine when escalation is appropriate. In addition to following established procedures, they are expected to contribute to documentation, refine support workflows, and provide support to fellow Niners. By consistently delivering timely and effective resolutions, they uphold a high standard of client service while deepening their technical expertise.Who We Are:Five Nines is a 9-time Inc. 5000 awarded managed services provider built on a simple idea: technology should work, and when it doesn't, the right people should fix it - fast. We partner with organizations across the region to deliver IT support, infrastructure management, and strategic technology guidance. Our team is tight-knit, high-performing, committed to growth and development, and guided by our 14 Fundamentals that shape how we work with each other and the partners we serve.With us you will be able to:Stay sharp and broaden your knowledge base, achieve new heights with a team dedicated to your professional growthWork for a leader that has your backOffer support for backup solutionsResolve technical issues involving Microsoft's core business applications and operating systemsProvide basic technical support at the network level: WAN and LAN connectivityDeliver basic remote access solution implementation and support: VPN, Terminal Services, and CitrixMonitor the remote monitoring and management system alerts and notifications and respond accordingly through service ticketsSystem documentation, maintenance, and reviewCommunicate with customers as required, i.e., keeping them informed of incident progress, notifying them of impending changes or agreed outagesRequirements: What we will ask you to do:Provide the highest level of customer service, perception, and satisfaction. Achieve 90% or better satisfaction rateMeet client response SLA's 95% of timeMeet client resolution SLA's 80% of timeEnter all work as service tickets 100% of the timeBring a positive attitude and high energy 100% of the timeBe available for occasional onsite support (Omaha, Lincoln, Kearney, NE)What you should bring to the table:Understanding of operating systems, business applications, and printing systemsStrong written and verbal communication skills are essential to provide high-level customer serviceAbility to diagnose technical issuesTechnical awareness: ability to match resources to technical issues appropriatelyUnderstanding of support tools, techniques, and how technology is used to provide IT servicesSelf-motivated with the ability to multi-task while working in a fast-paced environmentAbility to work in a team environment and communicate effectivelyWhat we will bring to the table:Competitive wageEmployee focused environmentFull health care benefits options including dental, and vision with a wellness and safety focusMobile phone stipend and home internet stipendLong term and short-term disability insurance401K plan with company match3 weeks PTOEqual Employment Opportunity EmployerFive Nines provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with federal, state, and local laws.