What are the responsibilities and job description for the Support Desk Engineer position at Five Nines?
Description
Are you a world class problem solver? Have an intense curiosity and a willingness to learn? Do you possess excellent interpersonal skills? Thrive on delivering top notch customer service? Ready to conquer technical challenges, build relationships with clients, work with a variety of hardware and software, grow and develop? Good, because we have been searching all over Husker Nation for you. Are you in?
About Us
What we will ask you to do:
Are you a world class problem solver? Have an intense curiosity and a willingness to learn? Do you possess excellent interpersonal skills? Thrive on delivering top notch customer service? Ready to conquer technical challenges, build relationships with clients, work with a variety of hardware and software, grow and develop? Good, because we have been searching all over Husker Nation for you. Are you in?
About Us
- We were born in Nebraska, raised in Nebraska, and enjoy serving the Midwest with offices in Lincoln, Omaha, Kearney, & Central City
- We are growing insanely fast, fast enough to make the Inc 5000 list 9 years running
- We are all about our company culture so much so, that it’s our #1 priority
- We believe life is an adventure to be lived. With more than 100 engineers, there are enough resources to go around. You can log off and know that someone else has your back so you can get out and enjoy life
- We love giving back to the community. In fact, we set aside dollars each month for employees to donate to causes they are passionate about
- Work remotely while collaborating with your fellow Niners!
- Stay sharp and broaden your knowledge base, achieve new heights with a team dedicated to your professional growth
- Work for a leader that has your back
- Offer support for backup solutions
- Resolve technical issues involving Microsoft's core business applications and operating systems
- Provide basic technical support at the network level: WAN and LAN connectivity
- Deliver basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
- Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets
- System documentation, maintenance, and review
- Communicate with customers as required, i.e., keeping them informed of incident progress, notifying them of impending changes or agreed outages
What we will ask you to do:
- Provide the highest level of customer service, perception, and satisfaction. Achieve 90% or better satisfaction rate
- Meet client response SLA’s 95% of time
- Meet client resolution SLA’s 80% of time
- Enter all work as service tickets 100% of the time
- Bring a positive attitude and high energy 100% of the time
- Be available for occasional onsite support (must live within 30 miles of Columbus, Norfolk, or Wayne)
- Understanding of operating systems, business applications, and printing systems
- Strong written and verbal communication skills are essential to provide high-level customer service
- Ability to diagnose technical issues
- Technical awareness: ability to match resources to technical issues appropriately
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Self-motivated with the ability to multi-task while working in a fast pace environment
- Ability to work in a team environment and communicate effectively
- Competitive wage
- Employee focused environment
- Full health care benefits options including dental, and vision with a wellness and safety focus
- Mobile phone stipend and home internet stipend
- Long term and short term disability insurance
- 401K plan with company match
- 3 weeks PTO