Primary Engineer

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.

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.

• 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

• 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, Sonic Wall 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

• 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

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