IT Support Engineer (Remote, California)

Overview

Xantrion invites applications for a fully remote IT Support Engineer position based in California. This role emphasizes exceptional customer service and technical assistance, guiding clients through IT issues primarily via phone and remote support, with occasional on-site visits as necessary.

Work Schedule and Location

The position operates primarily from 9am to 6pm Pacific Time with possible variation in work hours. While remote, attending on-site client meetings or visits within the local region could be required.

Responsibilities

• Serve as first-line phone support and engage in call center activities.
• Provide technical support related to computer systems, hardware, and software.
• Assist clients on-site when needed and feasible based on location.
• Document and track all support requests diligently using ConnectWise.
• Prioritize and escalate tickets appropriately to guarantee timely resolution and customer satisfaction.
• Communicate regularly with clients and management about ticket status and resolution progress.
• Coordinate with external support vendors when necessary.
• Follow up post-resolution to ensure issue closure.
• Submit bi-monthly timesheets and expense reports.
• Participate in scheduled meetings and training sessions.
• Conduct audits of customer data and system details to verify accuracy.
• Manage service desk duties including ticket intake and updating schedules until closure or escalation.
• Adapt to variable shift work during business hours.
• Undertake additional duties or special projects as assigned.

Qualifications and Experience

• Bachelor’s degree or equivalent experience preferred but not mandatory.
• Technical certifications are advantageous.
• At least 3 years of technical support experience is required.
• Previous experience with on-site technical support preferred.
• Proficient in diagnostics and analytical problem-solving.
• Familiarity with Microsoft Office suite, Windows 7 and 10, as well as Mac OS platforms.
• General computer literacy including hardware and software troubleshooting.
• Self-driven with ability to take responsibility for issue resolution.

Personal Attributes

• Positive and proactive attitude.
• Strong communication skills, both written and verbal.
• Effective telephone communication and solid organizational follow-up.
• Adherence to established processes and procedures.
• Customer-centric mindset focusing on service excellence.
• Detail-oriented with ability to multitask and prioritize in high-pressure environments.
• Collaborative team player with strong interpersonal skills.
• Flexible and capable of applying sound judgment where necessary.

Performance Standards

• Regular review of goals with management and peers.
• Demonstrates coachability and teamwork.
• Maintains detailed notes for all tickets throughout resolution stages.
• Accurate daily time coding.
• Ensures timely scheduling and completion of assigned tasks.
• Meets internal and external customer satisfaction benchmarks.
• Maintains comparable ticket closure rates within the team.

Physical Requirements

• Ability to remain seated or standing for extended periods with breaks.
• Effective focus on computer screens with proper ergonomic setup.
• Good hand-eye coordination for keyboard and device operation.
• Strong communication for verbal exchanges across phone or video.
• Capable of handling peripheral devices such as headsets and mice efficiently.
• Adjusts workstations ergonomically to maintain comfort.
• Ensures a distraction-free workspace.
• Ability to lift light equipment (up to 20 pounds) and heavier items (up to 75 pounds) safely using proper techniques.
• Availability to travel periodically to client sites and company offices via various modes of transportation.

Company Policies and Remote Work Requirements

• Comply with all company policies, procedures, and legal requirements.
• Maintain confidentiality of sensitive data.
• Adhere to dress code standards.
• Own a current Android or iOS cell phone; company may provide phone, internet, and home office supplies allowance.
• Maintain a secure, private, and dedicated workspace with reliable high-speed internet for seamless remote functioning.
• Use Xantrion-provided PC and headset for work duties.

Compensation and Benefits

• Annual salary between $60,000 and $65,000, commensurate with experience.
• Full coverage for medical, dental, and vision plans for employees and their families.
• 401(k) plan with company matching up to 4% of salary.
• Budget allocated for certification reimbursements and annual training.
• 17 paid vacation days yearly plus paid training days.
• Bonus incentives for referrals of new clients or employees.

Equal Opportunity

Xantrion is dedicated to diversity and equal employment opportunity, prohibiting discrimination or harassment on any legally protected basis. Employment decisions are solely based on merit, qualifications, and business needs.