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.

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