IT Support Engineer (Hybrid - Fresno)

Xantrion•Fresno, CA

79d•$60,000 - $65,000•Hybrid

About The Position

Xantrion is hiring a fully remote IT Support Engineer. If you’re looking to learn from a winning team that takes a people-first approach and receive outstanding benefits that support your family, we invite you to explore our position! This role is hybrid, requiring onsites at client locations as needed. Shift time: 9am - 6pm Pacific-time. Work hours may vary. 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.

Requirements

Minimum of 3 years of technical support experience 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.
Manager and peer review of job goal achievement.
Coachability, willingness to work as a member of a team.
Detailed ticket notes at every step of the resolution.
Appropriate amount of time is correctly coded per day.
Ticket queue is properly scheduled. Assigned tasks do not “fall through the cracks”.
Internal and external customer satisfaction scores.
Ticket closure rate relative to peers.
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.

Nice To Haves

Bachelor’s degree from a four-year university or equivalent experience (not required)
Technical certificates are a plus.
Some on-site technical support experience preferred.

Responsibilities

Provide front line phone coverage, and participate in various call center groups
Provide on-site assistance to clients within your local geography, if applicable
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.
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).
If applicable, Xantrion will provide a cell phone, internet connection, and home office equipment allowance. See the Xantrion Handbook for details.
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.