Support Desk Engineer

Five Nines Technology Group, LLC•Omaha, NE

About The Position

A Support Desk Engineer is a primary point of contact for client technical support and contributes to a high-quality client experience. The role manages and resolves end-user tickets submitted by phone, desktop application, and email; diagnoses and resolves system issues; identifies root causes; and uses sound judgment to determine when escalation is appropriate. The engineer follows established procedures while contributing to documentation, improving support workflows, and supporting fellow team members. The role provides timely, effective resolutions while developing technical expertise. The position supports backup solutions; troubleshoots Microsoft's core business applications and operating systems; provides basic WAN and LAN network support; and implements and supports basic remote access solutions such as VPN, Terminal Services, and Citrix. Duties also include monitoring remote monitoring and management alerts and notifications, responding through service tickets, maintaining and reviewing system documentation, and keeping customers informed about incident progress, impending changes, and agreed outages. Occasional onsite support may be needed in Omaha, Lincoln, or Kearney, Nebraska.

Requirements

Understanding of operating systems, business applications, and printing systems.
Strong written and verbal communication skills to provide high-level customer service.
Ability to diagnose technical issues.
Technical awareness and ability to match resources to technical issues appropriately.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Self-motivation and ability to multitask in a fast-paced environment.
Ability to work in a team environment and communicate effectively.
Ability to provide occasional onsite support in Omaha, Lincoln, or Kearney, Nebraska.

Responsibilities

Serve as a primary point of contact for client technical support.
Manage and resolve end-user tickets submitted via phone, desktop application, and email.
Diagnose and resolve system issues, identify root causes, and determine when escalation is appropriate.
Follow established support procedures and contribute to documentation and support workflow improvements.
Provide support to fellow team members.
Offer support for backup solutions.
Resolve technical issues involving Microsoft's core business applications and operating systems.
Provide basic technical support for WAN and LAN connectivity.
Implement and support basic remote access solutions, including VPN, Terminal Services, and Citrix.
Monitor remote monitoring and management system alerts and notifications and respond through service tickets.
Create, maintain, and review system documentation.
Keep customers informed about incident progress, impending changes, and agreed outages.
Provide occasional onsite support in Omaha, Lincoln, or Kearney, Nebraska.
Achieve a customer satisfaction rate of 90% or better.
Meet client response service-level agreements 95% of the time and client resolution service-level agreements 80% of the time.
Enter all work as service tickets.
Maintain a positive attitude and high energy.