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Description
Your Work. One Partner. Real Impact.
Most IT roles have you bouncing between tickets and reacting to whatever comes next. As a Primary Engineer at Five Nines, you'll serve as the primary technical resource for a dedicated group of partners - building deep knowledge of their environments, developing trusted relationships, and helping guide their technology success.
This is the role for an IT professional who values ownership, partnership, and accountability - someone who enjoys building lasting relationships, taking initiative, and helping clients get the most from their technology investments.
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.
What You'll Do
- Work with a team of engineers that are insanely smart and good at what they do
- Learn and grow in your breadth of knowledge in IT
- Have complete ownership of your client portfolios by maintaining the integrity of their technology environment and fostering strong relationships with the client team
Requirements
What You Bring
- Develop rapport and manage business relationships with owners and decision makers through phone calls and onsite visits
- Possess a general understanding of assigned clients' industry and applicable regulations, in order to recognize how they impact IT strategy and needs
- IT Support relating to issues with the internal systems and network infrastructure
- Support services for virtualization technologies with VMware
- Support disaster recovery solutions
- Administration and maintenance of the remote monitoring and management system: update agent scripts, respond to alerts, monitor dashboard, and periodic system review
- Document maintenance for all computer systems and network infrastructure
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Maintain proactive work each month to keep systems updated
- Desired Technical Knowledge, Skills, and/or Abilities:
- Professional IT Certifications, such as: Microsoft MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP
- Interpersonal skills: such as telephone skills, communication skills, active listening and customer-care
- Diagnosis skills of technical issues
- Ability to multi-task and adapt to changes quickly
- Technical awareness: ability to match resources to technical issues appropriately
- Service awareness of all organization's key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast-moving environment
Education and Experience:
- Associate's or Bachelor's Degree in Information Technology or related field or equivalent work experience
- 3 years of previous experience with Five Nines stack technology
- 3 years of previous customer service experience
- 2 years of previous customer service experience in a face-to-face environment
Why Five Nines
We're a team that invests in each other and holds ourselves to a high standard - not because we have to, but because that's who we are. At Five Nines you'll find:
- A culture guided by clear Fundamentals - real values we actually use to make decisions
- A role with real ownership - you're not a ticket-closer, you're an embedded partner
- Competitive pay
- Full health care benefits options including dental, vision.
- Company laptop, home internet and mobile phone stipend.
- Long term and short-term disability insurance.
- 401K plan
- Open PTO