Support Desk Engineer

Five Nines; Kearney (NE); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health care benefits

401(k) with company match

Paid time off (PTO)

Stipends for mobile and home internet

Disability insurance

Job summary

Five Nines in Nebraska seeks a Support Desk Engineer to serve as the primary contact for client technical support, handling end-user tickets via phone, email, and desktop app, and diagnosing issues to deliver timely resolutions. The role supports network basics, VPN and Citrix, and requires collaboration with a tight-knit team, documentation, and ongoing learning as part of an MSP environment.

Qualifications

• Provide the highest level of customer service and satisfaction.
• SLA targets met: 95% response, 80% resolution.
• Document all work as service tickets to ensure traceability.
• Onsite availability for NE locations as needed.

Responsibilities

• Resolve end-user tickets via phone, email, or desktop app.
• Diagnose and resolve system issues and identify root causes.
• Escalate when appropriate following established procedures.
• Participate in documentation and refine support workflows.
• Monitor alerts and respond through the ticketing system.
• Communicate incident progress to customers and notify of outages.

Skills

Customer service

SLA adherence

Onsite support

Technical diagnosis

VPN/Citrix knowledge

Tools

VPN

Citrix

WAN/LAN

Remote access

Job description

Description

Your Work. One Partner. Real Impact.

A Support Desk Engineer serves as a primary point of contact for client technical support, playing a key role in delivering a high-quality client experience. They manage and resolve end-user tickets submitted via phone, desktop application, and email. They are responsible for diagnosing and resolving system issues, identifying root causes, and applying sound judgment to determine when escalation is appropriate. In addition to following established procedures, they are expected to contribute to documentation, refine support workflows, and provide support to fellow Niners. By consistently delivering timely and effective resolutions, they uphold a high standard of client service while deepening their technical expertise.

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.

With us you will be able to:

• 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

Requirements

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 (Omaha, Lincoln, Kearney, NE)

What you should bring to the table:

• 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-paced environment
• Ability to work in a team environment and communicate effectively

What we will bring to the table:

• 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

Equal Employment Opportunity Employer

Five Nines provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with federal, state, and local laws.