Xantrion is a company that prioritizes a people-first approach in the IT sector, seeking an IT Support Engineer I. The role involves providing exceptional customer service and technical support to clients, ensuring timely resolution of issues while maintaining accurate documentation and communication.
Responsibilities
- 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 ConnectWise
- 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
- Submit semi-monthly timesheet and expense reports
- Attending scheduled training and meeting sessions
- Meet with your manager regularly to discuss opportunities and achievements
- 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
Skills
- Bachelor's degree from a four-year university or equivalent experience (not required)
- 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
- 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
- Ability to remain seated or standing at a workstation for extended durations, with regular breaks to prevent fatigue and maintain comfort
- 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
- Proficient use of hands and fingers to operate office equipment, including frequent alpha/numeric keyboarding, mouse usage, and handling other peripherals with precision
- Engaging in clear and effective verbal communication over the phone, video calls, and occasionally in person, requiring strong speech and active listening skills
- Handling and operating devices such as a mouse, headset, and other computer accessories with precision and ease
- Ability to adjust seating, monitor height, and other workstation elements to maintain comfort and reduce physical strain
- Maintaining a workspace free from excessive noise and distractions to ensure focus and productivity
- Ability to lift and move light objects, such as laptops, documents, and office supplies, as needed
- Willingness and ability to travel to customer offices as required, which may involve air travel, driving, ride-sharing, or using public transportation
- Willingness and ability to travel to Xantrion's office or shared workspace as needed, which may involve air travel, driving, ride-sharing, or using public transportation
- Ability to lift and carry computers and related equipment, typically weighing up to 20 pounds
- Ability to move heavier items such as personal computers, servers, and battery backup systems, weighing up to 75 pounds, using proper lifting techniques and equipment to ensure safety
- Follow and support company policies and procedures as well as all local, state, and federal laws
- Always maintain confidentiality of company and customer records and information
- Maintain a professional image, adhering to Xantrion's dress code
- Must have an existing cell phone (running current Android or iOS)
- Must have a reliable, high-speed internet connection that effectively supports work responsibilities, including video conferencing
- Must have a dedicated, secure, and private workspace. Unless arranged by Xantrion, shared work environments, such as coworking spaces, are unacceptable
- Must use Xantrion-provided PC and headset to execute job functions
- Technical certificates are a plus
Benefits
- 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
Company Overview
Xantrion is a cybersecurity & IT partner that proactively protects the business you have built & strengthens IT infrastructure as you grow. It was founded in 2000, and is headquartered in Oakland, California, USA, with a workforce of 51-200 employees. Its website is https://xantrion.com/.
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