IT Support Engineer

About the Role

Xantrion is seeking a fully remote IT Support Engineer who will deliver exceptional support and customer service to its clients. This position operates from 9am to 6pm Pacific Time and involves managing customer requests primarily via phone, ensuring timely and effective issue resolution with thorough documentation and prioritization.

Key Responsibilities

• Serve as first point of contact through phone coverage and participate in call center activities.
• Offer on-site support locally if required.
• Deliver excellent customer service and technical troubleshooting related to hardware, software, and computer systems.
• Record, prioritize, and monitor support requests using ConnectWise software and escalate issues as needed.
• Communicate status updates to customers and management; collaborate with third-party vendors when necessary.
• Submit timesheets and expense reports bi-monthly; attend training and team meetings; meet regularly with management to discuss objectives and progress.
• Handle service desk duties including ticket management, scheduling, auditing customer data, and supporting variable shifts within business hours.
• Complete additional tasks or projects assigned by management.

Qualifications and Experience

• Bachelor’s degree or equivalent experience preferred; relevant technical certifications are advantageous.
• At least three years of experience in technical support, with some on-site support experience preferred.
• Proficient in diagnosing and troubleshooting MS Office products and operating systems such as Windows 7, 10, and Mac OS.
• Solid general computer literacy including hardware and software knowledge.
• Strong proactive mindset, accountability for issue ownership through resolution, and excellent communication skills.

Personal Attributes

• Positive attitude and customer-focused approach.
• Effective verbal and written communication with strong organizational and follow-up skills.
• Ability to adhere to protocols, multitask efficiently, and work collaboratively in a team environment.
• Detail-oriented with ability to manage priorities under pressure and maintain professionalism.

Physical and Work Environment Requirements

• Ability to sit or stand for prolonged periods, focus on computer screens, perform precise hand coordination, and communicate clearly.
• Capability to lift and move equipment up to 20 pounds regularly and up to 75 pounds occasionally with safe techniques.
• Periodic travel to customer sites and company offices as needed.
• Maintain an ergonomic and distraction-free remote workspace, utilizing company-provided equipment and secure high-speed internet connection.

Company Policies and Remote Work Setup

• Adherence to company policies, legal requirements, confidentiality, and professional conduct including dress code.
• Ownership of a compatible cell phone or provision of one by the company; similar provisions for internet and home office setup apply.

Compensation and Benefits

• Annual salary range between $60,000 and $65,000, based on experience.
• Full coverage of medical, dental, and vision insurance for employees and their families.
• 401(k) retirement plan with up to 4% company match.
• Opportunities for certification reimbursements and an annual training budget.
• 17 paid time off (PTO) days per year plus paid training days.
• Referral bonuses for recruiting new clients or employees.

Equal Employment Opportunity

Xantrion is an equal opportunity employer committed to workplace diversity and inclusion. The company strictly prohibits discrimination or harassment on any protected characteristics and bases employment decisions solely on qualifications, merit, and business needs.