IT Support Engineer; Hybrid - San Rafael

Position: IT Support Engineer (Hybrid - San Rafael)
If you're looking to learn from a winning information technology team and receive outstanding benefits that support your family- while working for a company that takes a people-first approach to business, we invite you to explore our IT support engineer position.

• This is an on-site position that requires traveling to and working at client locations in San Rafael, CA as well as at Xantrion's headquarters in Lafayette, CA.

Primary Purpose and Function

The overall performance objective of the Support Engineer I is to provide the best possible support and customer service to our clients. They are responsible for handling requests that are submitted by our customers (typically by phone) and in all cases using good judgment and timeliness in responding to and resolving each issue to the customer's satisfaction. Success is defined by the timely resolution of requests in the best possible order based on priority.

The position requires accurate documentation, tracking, and monitoring to ensure a timely resolution.

Essential Functions and Responsibilities

Customer Facing

• Provide front line phone coverage, and participate in various call center groups
• Provide on-site assistance to clients within your local geography
• Provide excellent customer service to Xantrion's client base.
• Provide technical support as assigned for issues related to computer systems, software, and hardware.
• Log and track support requests in Connect Wise.
• Prioritize and/or escalate tickets as required to ensure customer satisfaction.
• Brief customers, as well as management, on the status of current resolution efforts.
• Work with third party support providers when necessary.
• Follow up with customers to ensure an issue has been resolved.

Administration

• Submit semi-monthly timesheet and expense reports.
• Attending scheduled training and meeting sessions.
• Meet with your manager regularly to discuss opportunities and achievements.

Service Desk Duties

• Ability to work a variable shift any time during Xantrion's business hours.
• Perform audits of customer information and systems as necessary to ensure accuracy.
• Take support tickets from the dispatcher.
• Update and schedule service tickets until issues have been resolved or further escalated.
• Perform other duties or special projects as assigned.

Position Requirements

Formal Education & Certification

• Bachelor's degree from a four-year university or equivalent experience (not required)
• Technical certificates are a plus.

Knowledge & Experience

• 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 and able to take direction and establish ownership of issues through resolution.

Personal Attributes

• Positive attitude.
• Strong written, oral, and interpersonal communication skills.
• Strong telephone presence with organized follow-up skills.
• Ability to follow established operating procedures
• Strong, service-oriented, customer-focused.
• Strong attention to detail.
• Experience working constructively in a team-oriented, collaborative environment.
• Ability to effectively multitask, managing time, prioritizing and executing tasks in a high-pressure environment.
• Demonstrated interpersonal skills, able to foster strong relationships internally and externally.
• Can follow directions, as well as apply judgment and be flexible as the situation warrants.

Performance Metrics

• Manager and peer review of goal achievement.
• Coachability, willingness to work as a member of a team.
• Detailed ticket notes at every step of the resolution.
• Appropriate amount of time is correctly coded per day.
• Ticket queue is properly scheduled. Assigned tasks do not "fall through the cracks".
• Internal and external customer satisfaction scores.
• Ticket closure rate relative to peers.

Physical Demands

• Sitting or Standing for Long Periods:
  Ability to remain seated or standing at a workstation for extended durations, with regular breaks to prevent fatigue and maintain comfort.
• Viewing a Computer Monitor:
  Sustained ability to focus on a computer screen for tasks such as reading, typing, and data entry, with appropriate lighting and screen settings to reduce eye strain.
• Digital Dexterity and Hand/Eye Coordination:
  Proficient use of hands and fingers to operate office equipment, including frequent alpha/numeric keyboarding, mouse usage, and handling other peripherals with precision.
• Oral Communications:
  Engaging in clear and effective verbal communication over the phone, video calls, and occasionally in person, requiring strong speech and active listening skills.
• Use of Peripheral Devices:
  Handling and operating devices such as a mouse, headset, and other computer accessories with precision and ease.
• Basic Ergonomic Adjustments:
  Ability to adjust seating, monitor height, and other workstation elements to maintain comfort and reduce physical strain.
• Environmental Awareness:
  Maintaining a workspace free from excessive noise and distractions to ensure…