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About the Role

Xantrion is seeking a fully remote IT Support Engineer dedicated to delivering outstanding technical assistance and exceptional customer service. This position operates on a remote basis with working hours from 9 am to 6 pm Pacific Time. The ideal candidate will be part of a team-driven, people-first organization offering excellent benefits supporting employees and their families.

Key Duties and Responsibilities

Provide front-line phone support and participate in call center activities to address client needs promptly.
Offer on-site technical assistance to clients locally, where applicable.
Deliver quality customer service to the client base and troubleshoot issues related to computer systems, software, and hardware.
Log, track, prioritize, and escalate support tickets using ConnectWise, ensuring timely resolution and documentation.
Communicate with customers and management regarding progress and resolutions.
Collaborate with third-party support vendors if required and follow up to confirm issue closure.
Perform variable shift schedules within company business hours and conduct audits on customer data and systems.
Complete administrative duties including timesheets, expense reporting, attendance to training sessions, and regular meetings with management.
Take tickets from dispatchers, maintain updated service logs until issues are resolved or escalated, and undertake special projects as assigned.

Qualifications and Experience

Bachelor’s degree or equivalent work experience; technical certifications are considered advantageous.
A minimum of 3 years of technical support experience is required, with on-site support experience preferred.
General computing knowledge including Microsoft Office, Windows 7/10, and Mac OS proficiency.
Strong analytical and diagnostic capabilities with basic hardware and software troubleshooting skills.

Personal Attributes

Positive and service-oriented attitude with strong communication skills both written and verbal.
Ability to organize follow-ups, multitask, prioritize workload, and work effectively under pressure.
Strong interpersonal skills enabling collaboration within team environments.
Detail-oriented with capacity to adhere to operating procedures and demonstrate flexibility.

Performance Expectations

Achieve peer and managerial goals, maintain thorough ticket documentation, accurate time reporting, and manage ticket queues effectively.
Maintain high customer satisfaction scores internally and externally.

Physical Requirements

Ability to sit or stand for extended periods, experience with computer workstations and peripherals.
Clear verbal communication capabilities during calls and video conferences.
Capability to lift and carry computer equipment and related hardware, including items up to 75 pounds with proper techniques.
Willingness to travel as needed to client sites or company offices using various transportation modes.

Policies, Equipment, and Remote Work Requirements

Adherence to company policies, confidentiality of records, and professional dress code is mandatory.
Must possess a current Android or iOS smartphone; company-provided phone, internet reimbursements, and office equipment allowances available per company guidelines.
Remote workers must have reliable high-speed internet, a dedicated private workspace, and use company-provided PC and headset.

Compensation and Benefits

Salary range between $60,000 and $65,000 annually based on experience.
Full medical, dental, and vision coverage for employees and their families.
401(k) retirement plan with up to 4% company matching.
Certification reimbursements and an annual budget for training.
17 days of paid time off plus extra paid training days.
Referral bonuses for bringing new clients or employees.

Diversity and Inclusion

Xantrion is an equal opportunity employer dedicated to fostering a diverse and inclusive workplace, prohibiting any discrimination or harassment on legally protected bases, with hiring based on merit and business needs.

IT Support Engineer - Remote (Chicago)