Client-Facing IT Support Engineer — Fast, Reliable Help

Socket.dev; Omaha (NE); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Health benefits

401K

Paid time off

Phone stipend

Internet stipend

Disability insurance

Job summary

Five Nines is seeking a Support Desk Engineer to serve as the primary contact for client technical support, handling end-user tickets via phone, desktop app, and email. You will diagnose issues, escalate when needed, and contribute to documentation and workflows.

The role emphasizes delivering timely resolutions, expanding technical expertise, and supporting colleagues in a collaborative, growth-focused environment. Occasionally you may provide onsite support in Kearney, NE.

Qualifications

• Understanding of operating systems, business applications, and printing systems.
• Strong written and verbal communication skills are essential for high-level customer service.
• Ability to diagnose technical issues and match resources to problems.
• Understanding of support tools, techniques, and how tech is used to provide IT services.
• Self-motivated with the ability to multi-task in a fast-paced environment.

Responsibilities

• Provide the highest level of customer service and achieve 90%+ satisfaction.
• Meet client response SLAs 95% of the time.
• Meet client resolution SLAs 80% of the time.
• Enter all work as service tickets 100% of the time.
• Be available for occasional onsite support in Kearney, NE.
• Document and refine support workflows and contribute to knowledge base.

Skills

OS knowledge

Business apps

Printing systems

Communication skills

Issue diagnosis

Resource matching

Support tools

Team player

Self-motivation

Job description

Five Nines is seeking a Support Desk Engineer to serve as the primary contact for client technical support, handling end-user tickets via phone, desktop app, and email. You will diagnose issues, escalate when needed, and contribute to documentation and workflows.

The role emphasizes delivering timely resolutions, expanding technical expertise, and supporting colleagues in a collaborative, growth-focused environment. Occasionally you may provide onsite support in Kearney, NE.