IT Support Engineer

Job Description

Job Description

IT Support Engineer 1 - Hybrid (Foster City)

• This is a hybrid position that requires traveling to and working at client locations 2 days a week in Foster City.
• At least 1 day a week at Xantrion’s headquarters in Lafayette, CA.

Primary Purpose and Function

The overall performance objective of the Support Engineer I is to provide the best possible support and customer service to our clients. They are responsible for handling requests that are submitted by our customers (typically by phone) and in all cases using good judgment and timeliness in responding to and resolving each issue to the customer’s satisfaction. Success is defined by the timely resolution of requests in the best possible order based on priority. The position requires accurate documentation, tracking, and monitoring to ensure a timely resolution.

Essential Functions and Responsibilities

Customer Facing

• 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.

Administration

• Submit semi-monthly timesheet and expense reports.
• Attending scheduled training and meeting sessions.
• Meet with your manager regularly to discuss opportunities and achievements.

Service Desk Duties

• 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.

Position Requirements

Formal Education & Certification

• Bachelor’s degree from a four-year university or equivalent experience.
• Technical certificates are a plus.

Knowledge & Experience

• Minimum of 3 years of technical support experience required
  • On-site technical support experience preferred.
• 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.

Personal Attributes

• 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.

When Working Remote

• 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. Client information must always be kept private.
• Must use Xantrion-provided PC and headset to execute job functions.

• Salary range $60K - $70K; 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.

Xantrion is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. All employment is decided on the basis of qualifications, merit, and business needs at the time.

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