IT Support Engineer

Xantrion is seeking a fully remote IT Support Engineer to deliver high-quality customer service and technical assistance to clients. This role focuses on resolving support requests by tracking issues, prioritizing and escalating tickets when needed, and keeping customers and management informed throughout the resolution process.

Responsibilities

• Provide front line phone coverage and participate in call center groups.
• Provide on-site assistance to clients within your local geography, if applicable.
• Deliver 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 ConnectWise.
• Prioritize and/or escalate tickets as required to ensure customer satisfaction.
• Brief customers and management on the status of active resolution efforts.
• Coordinate with third party support providers when necessary.
• Follow up with customers to confirm issues have been resolved.
• Submit semi-monthly timesheet and expense reports.
• Attend scheduled training and meeting sessions.
• Meet with your manager regularly to discuss opportunities and achievements.
• Work a variable shift any time during Xantrion’s business hours.
• Perform audits of customer information and systems as needed to ensure accuracy.
• Take support tickets from the dispatcher.
• Update and schedule service tickets until issues are resolved or further escalated.
• Complete other duties or special projects as assigned.
• Participate in manager and peer review of goal achievement, including goal tracking and review.
• Provide detailed ticket notes at every step of the resolution process.
• Ensure the correct amount of time is coded per day and that the ticket queue is properly scheduled so assigned tasks do not “fall through the cracks”.
• Contribute to internal and external customer satisfaction scores, and maintain ticket closure rate relative to peers.

Requirements

• Minimum 3 years of technical support experience.
• Bachelor’s degree from a four-year university or equivalent experience (not required).
• Technical certificates are a plus.
• Some on-site technical support experience preferred.
• Basic diagnostic and analytical skills.
• Basic competency using MS Office products and troubleshooting.
• Experience using Windows 7, Windows 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.
• Positive attitude and coachability, with willingness to work as part of a team.
• Strong written, oral, and interpersonal communication skills.
• Strong telephone presence with organized follow-up skills.
• Ability to follow established operating procedures.
• Service-oriented mindset with strong attention to detail.
• Experience working constructively in a team-oriented, collaborative environment.
• Ability to multitask effectively by managing time, prioritizing, and executing tasks in a high-pressure environment.
• Demonstrated interpersonal skills to foster strong internal and external relationships.
• Ability to follow directions, apply judgment, and remain flexible as the situation requires.

Technologies

• ConnectWise
• MS Office
• Windows 7
• Windows 10
• Mac OS

Compensation

• Salary: USD 60,000 - 65,000 per year

Benefits

• Salary range of $60K - $65K depending on experience.
• 100% medical, dental, and vision coverage for you and your family.
• 401K with company match up to 4% of salary.
• Certification reimbursement and an annual training budget.
• 17 days PTO per year in addition to paid training days.
• Bonuses for referring new clients or employees.

Physical Demands

• Ability to remain seated or standing at a workstation for extended durations, with regular breaks.
• Sustained focus on a computer screen for tasks such as reading, typing, and data entry, with appropriate lighting and screen settings.
• Proficient use of hands and fingers for keyboarding, mouse usage, and handling peripherals.
• Clear verbal communication over the phone, video calls, and occasionally in person, including strong speech and active listening.
• Handling and operating devices such as a mouse, headset, and other accessories.
• Ability to adjust seating, monitor height, and workstation elements to reduce physical strain.
• Maintain a workspace free from excessive noise and distractions.
• Ability to lift and move light objects (for example, laptops, documents, and office supplies) as needed.
• Willingness and ability to travel to customer offices as required.
• Willingness and ability to travel to Xantrion’s office or shared workspace as needed.
• Ability to lift and carry computers and related equipment, typically up to 20 pounds.
• Ability to move heavier items such as personal computers, servers, and battery backup systems, typically up to 75 pounds, using proper lifting techniques and equipment.

Company Policy and Procedure Compliance

• Follow and support company policies and procedures and all local, state, and federal laws.
• Maintain confidentiality of company and customer records and information at all times.
• Maintain a professional image in accordance with Xantrion’s dress code.
• Must have an existing cell phone running a current Android or iOS operating system.
• If applicable, Xantrion will provide a cell phone, internet connection, and a home office equipment allowance (details in the Xantrion Handbook).

Working Remote Requirements

• Maintain reliable, high-speed internet that supports work responsibilities, including video conferencing.
• Use a dedicated, secure, and private workspace; unless arranged by Xantrion, shared work environments such as coworking spaces are not acceptable, and client information must remain private.
• Use Xantrion-provided PC and headset to complete job functions.