IT Support Engineer

• Provide front-line phone coverage and participate in call center groups
• Provide on-site assistance to clients within the local geography
• Provide technical support for computer systems, software, and hardware
• Log and track support requests in Connect Wise
• Prioritize and escalated tickets as required
• Brief customers and management on resolution status
• Work with third-party support providers when necessary
• Follow up with customers to confirm issue resolution
• Submit semi-monthly timesheets and expense reports
• Attend scheduled training and meeting sessions
• Meet regularly with the manager to discuss opportunities and achievements
• Work variable shifts during Xantrion’s business hours
• Audit customer information and systems for accuracy
• Take support tickets from the dispatcher
• Update and schedule service tickets until resolution or escalation
• Perform other duties and special projects as assigned
• Maintain detailed ticket notes, properly schedule the ticket queue, and meet service and closure metrics

• Bachelor’s degree from a four-year university or equivalent experience (not required)
• Technical certificates are a plus
• Minimum of 3 years of technical support experience required
• On-site technical support experience preferred
• Basic diagnostic and analytical skills
• Basic competency in the use and troubleshooting of MS Office products
• Experience using Windows 7, 10, and/or Mac OS
• Basic computer literacy across both hardware and software
• Ability to be proactive, take direction, and establish ownership of issues through resolution
• Strong written, oral, and interpersonal communication skills
• Strong telephone presence with organized follow-up skills
• Ability to follow established operating procedures
• Service-oriented and customer-focused
• Strong attention to detail
• Experience working constructively in a team-oriented, collaborative environment
• Ability to effectively multitask, manage time, prioritize, and execute tasks in a high-pressure environment
• Ability to follow directions, apply judgment, and be flexible as the situation warrants
• Must have an existing cell phone running current Android or iOS; if applicable, Xantrion may provide one
• Reliable, high-speed internet connection when working remotely
• Dedicated, secure, and private workspace when working remotely
• Willingness and ability to travel to customer offices and Xantrion’s office/shared workspace as required
• Ability to lift and carry computers and related equipment up to 20 pounds
• Ability to move heavier equipment weighing up to 75 pounds using proper lifting techniques and equipment
• Must follow company policies, procedures, and applicable laws
• Must maintain confidentiality of company and customer records and information
• Must adhere to Xantrion’s dress code

Demonstrates strong technical support capabilities, including proficiency in troubleshooting computer systems, software, and hardware, while maintaining a service-oriented approach. Exhibits effective communication and organizational skills to manage support requests and ensure customer satisfaction.

• Technical Support Experience
• MS Office Troubleshooting
• Windows 7/10 and Mac OS Experience
• Customer Service Orientation
• Attention to Detail

• Technical Support
• Basic Diagnostic Skills
• Computer Literacy
• Ticket Management
• Issue Resolution

• Strong Communication Skills
• Organizational Skills
• Team Collaboration
• Multitasking Ability
• Proactive Problem Solving

• Technical Certificates

• Call Center Support
• On-Site Assistance
• Customer Information Auditing
• Service Metrics
• High-Pressure Environment

• Connect Wise
• Windows Operating Systems
• Mac OS
• MS Office Products