On-Site Engineer

About the role

You are the partner’s first call, their trusted advisor, and the person who makes IT feel effortless. Day to day, that looks like:

• Owning incident and service request resolution end-to-end for your dedicated partner site
• Serving as a credible, informed technology voice in partner IT meetings
• Collaborating with the broader Field Services team to route complex issues efficiently and escalate when needed
• Joining partner IT meetings and serving as a credible, informed technology voice in the room
• Being seated at a partner site doesn’t mean going at it alone. You’ll attend team meetings and training, participate in internal audits and standards work, and contribute to committees — staying plugged into the Five Nines community even when you’re working off-site.

Responsibilities

You will own incident and service request resolution end-to-end for your dedicated partner site. You will support Microsoft core business applications, operating systems, WAN/LAN networking, VPN, Terminal Services, Citrix, VMware, and Hyper-V. You will manage your daily workflow in ConnectWise — maintaining ticket hygiene, SLA adherence, and proactive partner communication. You will create and maintain thorough IT documentation so institutional knowledge lives in the system, not just your head. You will collaborate with the broader Field Services team to route complex issues efficiently and escalate when needed. You will join partner IT meetings and serve as a credible, informed technology voice in the room. You will be the on-site coordination point during project implementations — giving partner-side context and ensuring smooth execution alongside the broader Five Nines team.

Requirements

• An Associate’s or Bachelor’s degree in Information Technology or a related field
• Minimum 1 year of hands-on experience with the Five Nines technology stack (or equivalent MSP toolset)
• At least 2 years of customer service experience — you know how to leave people feeling heard and helped
• At least 1 year of customer-facing, in-person support experience — you’re comfortable as the person in the room
• Reliable transportation, a valid driver’s license, and the ability to be consistently on-site at a dedicated partner location

Qualifications

• Technically sharp
• Genuinely people-oriented
• Takes pride in professional, reliable work

Skills

• Technical expertise with Microsoft core business applications, operating systems, WAN/LAN networking, VPN, Terminal Services, Citrix, VMware, and Hyper-V
• Customer service experience
• Customer-facing, in-person support experience

Benefits

• 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 with matching
• Open PTO

Pay

Negotiable based on experience and qualifications.

Schedule

On-site at a dedicated partner location.