IT Support Engineer

This hybrid role provides front-line IT support and customer service to Xantrion’s clients through phone coverage, troubleshooting of client computer systems, and structured ticket management. The position includes on-site support within the Phoenix, AZ area and travel to client locations 1 to 2 days per week, with variable shifts during business hours.

Role Overview

The Support Engineer I’s primary purpose is to deliver high-quality support and customer service. The role handles customer requests, typically received by phone, and uses good judgment and timely follow-through to resolve issues to the customer’s satisfaction. Performance is tied to resolving requests in a timely manner based on priority, along with accurate documentation, tracking, and monitoring to support resolution.

Key Responsibilities

• Provide front-line phone coverage and participate in various call center groups.
• Deliver on-site assistance to clients within the local geography.
• Provide customer service to Xantrion’s client base.
• Provide assigned technical support for issues related to computer systems, software, and hardware.
• Log, track, and manage support requests in the ticketing system, with ConnectWise as the primary system.
• Prioritize and/or escalate tickets as required to support customer satisfaction.
• Update customers and management on the status of ongoing resolution efforts.
• Coordinate with third-party support providers when needed.
• Follow up with customers to confirm issues have been resolved.
• Take support tickets from the dispatching team.
• Update and schedule service tickets until issues are resolved or further escalated.
• Submit semi-monthly timesheets and expense reports.
• Attend scheduled training and meeting sessions.
• Meet with your manager regularly to discuss opportunities and achievements.
• Work variable shifts any time during Xantrion’s business hours.
• Perform audits of customer information and systems to ensure accuracy.
• Complete other duties or special projects as assigned.

Technologies

• ConnectWise
• MS Office
• Windows 10
• Windows 11
• Mac OS
• Android
• iOS

Requirements

• Minimum 3 years of technical support experience.
• Bachelor’s degree from a four-year university or equivalent experience is listed as not required.
• Technical certificates are a plus.
• Basic diagnostic and analytical skills.
• Basic competency troubleshooting and using MS Office products.
• Experience using Windows 10 & 11, 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.
• On-site technical support experience is preferred.
• Strong communication skills (written, oral, and interpersonal) and a strong telephone presence with organized follow-up.
• Ability to follow established operating procedures.
• Service-oriented, customer-focused approach with strong attention to detail.
• Experience working constructively in a collaborative, team-oriented environment.
• Ability to multitask and manage time while prioritizing in a high-pressure environment.
• Demonstrated interpersonal skills and ability to foster strong internal and external relationships.
• Ability to follow directions and apply judgment with flexibility as needed.
• Positive attitude.

Compensation and Location

• Location: Phoenix, AZ (hybrid)
• Salary: USD 55,000 - 65,000 per year
• Experience: Minimum 3 years

Benefits

• Salary range $55K - $65K, depending on experience.
• 100% of medical, dental, and vision for you and your family.
• 401K with company match up to 4% of salary.
• Certification reimbursement and annual training budget.
• 17 Days PTO per year in addition to paid training days.
• Bonuses for referring new clients or employees.

Performance Metrics

• Manager and peer review of goal achievement.
• Coachability and willingness to work as a team member.
• Detailed ticket notes at every step of resolution.
• Appropriate amount of time correctly coded per day.
• Ticket queue properly scheduled with no missed assignments.
• Internal and external customer satisfaction scores.
• Ticket closure rate relative to peers.

Physical Demands

• Sitting or standing for long periods with regular breaks.
• Sustained viewing of a computer monitor for reading, typing, and data entry.
• Digital dexterity and hand-eye coordination for keyboarding, mouse usage, and peripheral handling.
• Oral communications over phone, video calls, and occasionally in person.
• Operating peripheral devices such as a mouse, headset, and computer accessories.
• Basic ergonomic adjustments to maintain comfort and reduce strain.
• Maintaining an environment free from excessive noise and distractions.
• Occasional lifting and moving of light objects such as laptops and documents.
• Periodic travel to customer offices and to Xantrion’s office/shared workspace as required.
• Light lifting and carrying of computers and equipment, typically up to 20 pounds.
• Moving heavier equipment 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.
• Maintain a professional image in accordance with Xantrion’s dress code.
• Have an existing cell phone running a current Android or iOS.
• If applicable, Xantrion may provide a cell phone, internet connection, and home office equipment allowance (refer to the Xantrion Handbook).

Remote Work Requirements

• Have reliable, high-speed internet capable of supporting job responsibilities, including video conferencing.
• Use a dedicated, secure, private workspace; shared environments like coworking spaces are unacceptable unless arranged by Xantrion, and client information must remain private.
• Use Xantrion-provided PC and headset to perform job functions.