Perfect for a People and Process Loving Person!

About this position:

As the Dispatcher, your primary job is to answer incoming calls, emails and service requests from our portal, collect the proper information from the customer as quickly as possible and to dispatch the work to the proper resource based on the need, impact and availability. Your most important job is to manage our client’s expectations, followed very closely by optimizing the schedule of our technicians. The faster and more efficient the technicians are, the more profitable the organization is. You will also be responsible for maintaining process documentation and, as you master each of the key pieces of scheduling, a greater and greater role in fixing technical issues.

Primary Duties:

  • Act as the single point of contact to the customer for all types of service requests
  • Coordination of all IT support groups to ensure maximum utilization of billable resources
  • Assess, evaluate, prioritze and assign service requests to appropriate resources via phone, chat and email.
  • Schedule internal and field technical resources on the Company dispatch portal
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Troubleshooting basic customer technology issues
  • Inventory and Configuration management

Key Responsibilities:

  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Improve usage and increase productivity of IT support resources
  • Escalate service requests that cannot be scheduled within agreed service levels
  • Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager
  • Responsible for entering time and expenses as it occurs
  • Identify opportunities and create activities for the solutions team
  • Enter all work as service tickets into 5NINES Ticketing System

Knowledge, Skills and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Basic computer and operating system knowledge
  • Great Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • 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

Helpful to have familiarity and comfort with:

  • Call Center or Help Desk experience is required.
  • ConnectWise experience with ticket creation, updating, and monitoring queues
  • 1–2 years of progressive computer experience and/or computer classes.
  • Minimal experience with troubleshooting and repair of various PC platforms
  • Microsoft Windows Workstation & Laptop Operating Systems
  • O365 and Exchange email support and administration
  • Smart phone POP, IMAP email user level support
  • Remote support/administration tools experience (N-Able, RDP, Webex, etc)

About 5NINES:

We manage our customers’ technology, so they can focus on running their business. As Madison’s premier Cloud service provider, 5NINES provides enterprise-level consulting, hosting and management services to support for our customers’ entire IT infrastructure. Why should our customers spend valuable resources managing their own technology, when we can do it more efficiently, for less money and at the highest level of availability, accountability and security?

We empower our 25+ employees to take responsibility and ownership, while providing them with the freedom to operate. This creates a unique culture that fosters creativity, innovation and responsiveness to customer needs. Some additional benefits of working with 5NINES include options for ownership in the company, Flex-time/comp time (that is truly flexible, just ask our employees), 3+ weeks of PTO, weekly team lunches and regular group activities. Profit sharing, Health and life insurance are offered as well.

Networking Technician

About this position:

5NINES is seeking a Network Technician who has one to two (1-2) years of professional networking experience. Candidates with less experience will be considered if they can demonstrate knowledge through lab testing or self-study. The network technician will assist the 5NINES Networking team in implementations, resolution of technical problems, and maintenance of our network environment. The ideal candidate has a strong interest in increasing their networking knowledge through mentoring and hands on experience. Professional telephone skills, etiquette, and communication skills are a must.

Primary Duties:

  • 1st level support for all networking tickets. Escalating as appropriate
  • Going onsite and coordinating with network engineering staff via phone
  • Cabling, racking/stacking gear, mounting of radios
  • Organizing network inventory and ensuring parts are in stock
  • Being available after hours for maintenance work
  • General communication to customers and vendors

Knowledge, Skills and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Networking knowledge of both LAN & WAN topologies
  • General understanding of NAT, DHCP, DNS, VPNs, VLANs
  • General understanding of routing and layer 3 switching
  • Ethernet switching, related layer-2 technologies
  • Advanced computer skills
  • Network certifications (such as Network+, CCENT, CCNA)
  • Microsoft certifications a plus

About 5NINES:

We manage our customers’ technology, so they can focus on running their business. As Madison’s premier Cloud service provider, 5NINES provides enterprise-level consulting, hosting and management services to support for our customers’ entire IT infrastructure. Why should our customers spend valuable resources managing their own technology, when we can do it more efficiently, for less money and at the highest level of availability, accountability and security?

We empower our 30+ employees to take responsibility and ownership, while providing them with the freedom to operate. This creates a unique culture that fosters creativity, innovation and responsiveness to customer needs. Some additional benefits of working with 5NINES include:

  • Medical and Dental Insurance
  • Life Insurance and Long Term Disability
  • Profit Sharing and 401K Retirement Plan
  • 21 Paid Time Off days including Vacation, Sick/Personal Days and Holidays
  • Opportunities for membership in the LLC
  • Paid Training/testing for certs
  • Relaxed dress code and work environment
  • Company sponsored social events throughout the year
  • Compensation: DOE

Programming Internship

To apply, please submit resume and cover letter: to jobs@5nines.com with “Programmer Internship – College” in the subject line.

OVERVIEW

PURPOSE
The 5NINES College Internship program is designed to pair high-achieving college students with 5NINES mentors who have specific needs that can be addressed by such a student over a specified duration of time at the company.

SCOPE
Intern’s work will be comprised of computer programming tasks that support the current, ongoing projects of the Enterprise and Hosting Services department.

QUALIFICATIONS
• Ideal candidate will have completed a full year of computer science classes and hold at least a 3.0 GPA at an accredited college or university.
• Ideal candidate will have basic proficiency in at least one programming language currently in use at 5NINES.

PROGRAM DUTIES

The Programmer College Internship follows a program comprised of duties that support the current, ongoing projects of 5NINES’ primary programmer, and other Delivery Specialists in the Enterprise/Hosting Services Dept. Tasks may include:
• Assisting programming staff on 5NINES internal coding projects.
• Making updates and changes to 5NINES’ corporate and internal websites, as needed.
• Documenting programming projects at 5NINES.
• Researching and testing new programming technologies for 5NINES.

Linux Systems Adminsitrator

To apply, please submit resume and cover letter: to jobs@5nines.com with “Linux Systems Administrator” in the subject line.

5NINES is looking for a Linux Systems Administrator who wants to grow their career at 5NINES. The ideal candidate will bring solid Linux server administration knowledge to the table, and will also have knowledge in installation, patching, scripting, and Linux command line. Experience with virtualization, storage systems, database operations, and other enterprise technologies is a plus. A clear and thorough understanding of network configuration and security is required.

RESPONSIBILITIES

• Support 5NINES Linux clients and internal web hosting operations
• Document work on active projects, including executive summaries
• Resolve technical issues escalated from support staff
• Develop more efficient means to achieve client goals
• Partner with colleagues, vendors, and clients to design and implement appropriate solutions
• Serve as process and customer champion

REQUIREMENTS

• 2+ years of Linux systems administration experience
• Solid skills with server installation, patching, administration, and Linux command line
• A clear understanding of networking and security implementation
• Experience scripting with one or more of the following languages: Shell, Perl, Bash, or Python
• Excellent analytical, troubleshooting, resolution, and research skills

ADDITIONAL REQUIREMENTS

• Ability to manage personal workload to meet client expectations
• Ability to communicate succinctly to stakeholders at all levels, including C-level employees, business owners, IT executives, and clients’ employees
• A demonstrated, successful history of implementation and integration project work
• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or related discipline preferred

ABOUT 5NINES

5NINES manages its clients’ technology, so they can focus on running their business. As Madison’s premier Cloud Service provider, 5NINES provides enterprise-level consulting, hosting, and management services to support our customers’ entire IT needs.

ABOUT OUR WORK ENVIRONMENT

We empower our employees to take responsibility and ownership while providing them with the freedom to operate. This creates a unique culture that fosters creativity, innovation, and responsiveness to customer needs. Some additional benefits of working with 5NINES include:

Medical and Dental Insurance
Life Insurance and Short/Long Term Disability
401K Retirement Plan
21 Paid Time Off days including Vacation, Sick/Personal Days and Holidays
Profit Sharing
Opportunities for membership in the LLC
Paid training/testing for certifications
Relaxed dress code and work environment
Company-sponsored social events throughout the year Foosball table

Service Desk Technician

This entry level team-oriented position will provide technical support via telephone, email, remote access tools and some on-site visits to clients in the Madison area. Duties will include troubleshooting technological issues and supporting hardware, software, and peripheral equipment for both clients and staff. Candidates should have 1+ years of IT support experience. 5NINES hires from within so employees with great service desk experience get promoted within the company.

Daily Responsibilities:

Troubleshooting customer technology issues
Installing/supporting hardware, software, or peripheral equipment
Evaluating user requests and requirements and escalating issues to the proper technical resources
Manage critical alerts and events
Ticket system management

Recommend Skills:

Microsoft Certification – or the desire to obtain a Microsoft certification (we pay for testing and if you pass, you’ll get a bonus!)
Knowledge of networking fundamentals (NAT, Routing, Firewalls)
Linux command line experience (primarily Debian)
Microsoft Exchange administration experience

Job Requirements:

You must have 1+ years of experience of supporting business and office technical environments. Additionally, excellent communication and documentation skills (both written and verbal) are required. Candidates will demonstrate that they have a solid understanding of the following skills upon completion of the three month evaluation (probationary) period. A typical day on our service desk will include working with customers in any of the following areas.

Microsoft Windows Workstation & Laptop Operating -Systems
Microsoft Windows Server 2008,2012,2012 r2
support O365 and Exchange email support and administration
Smart phone POP, IMAP email user level support
Microsoft Office 2007, 2010 & 2013 support experience
Remote support/administration tools experience (RDP, Webex, etc)
Microsoft Active Directory administration experience
VMware ESX/ESXi/vSphere experience
DNS fundamentals
Networking fundamentals and troubleshooting

Accounts Receivable/Office Admin Assistant

To apply, please submit resume and cover letter: to jobs@5nines.com with “Accounts Receivable/ Office Admin Assistant ” in the subject line.

OVERVIEW

5NINES is a fast-tracking technology company located in downtown Madison. We are growing and looking for a detail-driven assistant to join our Admin/Accounting team. The ideal candidate will have a solid knowledge of bookkeeping practices and procedures. If you have a keen eye for detail and thrive in dynamic environment, we might have the perfect job for you!

This is a full-time position with benefits. Flexible hours are between 7:30am and 6pm, Monday through Friday.

QUALIFICATIONS: Experience working within a technology/service company (highly preferred)
Previous experience with QuickBooks
Proficiency in MS Office, especially Excel and Word
Superior accuracy and attention to detail
Track record of reliability, confidentiality, and conscientious work habits
Ability to take initiative with projects and assignments
Ability to work independently with little supervision
Ability to organize and prioritize effectively

DUTY AREAS:

Accounts Receivable/Bookkeeping: Primarily responsible for documenting, recording, analyzing, and archiving accounting transactions. Specific duties include, but are not limited to:

Post cash receipts to customer accounts receivable
Prepare and issue monthly customer statements
Manage accounts receivable ledgers and initiate collection efforts when needed
Audit monthly invoices for sales tax prep
Correct and audit time entries on service tickets for proper billing
Track recurring revenue
Service billing (T/M, project progress billing, etc.)

General Administration:

Provide support and aid to the general well-being of the company, staff and visitors
Present at front desk to receive visitors and deliveries
Provide general administrative assistance for staff (meetings, lunches and travels)
Answer inbound telephone calls
Receive UPS/FEDEX packages — notify recipient
Assist in planning and coordinating customer events and visits
Keep kitchen and conference room organized and enhance common areas
Updates to Office telephone list
Monitor and place orders for office supplies
ABOUT 5NINES

5NINES is Madison’s premier Cloud service provider. 5NINES provides enterprise-level consulting, hosting and management services, and support for our customers’ entire IT infrastructure. We manage our customers’ technology, so they can focus on running their business.

5NINES’ WORK ENVIRONMENT

We empower our 30+ employees to take responsibility and ownership, while providing them with the freedom to operate. This creates a unique culture that fosters creativity, innovation, and responsiveness to customer needs. Some additional benefits of working with 5NINES include:

Medical and Dental Insurance
Life Insurance and Long Term Disability
401k Retirement Plan
21 Paid Time Off days including: Vacation, Sick/Personal Days, and Holidays
Profit Sharing Plan
Paid training/testing for certifications
Relaxed dress code and work environment
Company-sponsored social events throughout the year Principals only.

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