IT Support Engineer (Hybrid - Phoenix)

Xantrion • Phoenix, AZ

2d • $55,000 - $65,000 • Onsite

About The Position

The IT Support Engineer provides front-line technical support and customer service to clients, resolving requests promptly and in priority order. The role requires sound judgment, accurate documentation, ticket tracking and monitoring, and follow-up to ensure issues are resolved to customer satisfaction. The position is primarily on-site and requires travel to client locations in Phoenix, Arizona, 1–2 days per week. When working remotely, the employee must have a reliable high-speed internet connection and a dedicated, secure, private workspace, and must use the company-provided PC and headset.

The role handles customer requests, typically by phone, and provides technical support for computer systems, software, and hardware. It uses ConnectWise as the primary ticketing system and involves coordinating with dispatch, management, customers, and third-party support providers. The engineer also completes administrative tasks, attends training and meetings, and performs other duties or special projects as assigned. The position requires availability for a variable shift during the company’s business hours.

Requirements

• At least 3 years of technical support experience.
• Basic diagnostic and analytical skills.
• Basic competency in using and troubleshooting Microsoft Office products.
• Experience with Windows 10 and 11 and/or Mac OS.
• Basic computer literacy across hardware and software.
• Ability to be proactive, take direction, and own issues through resolution.
• Positive attitude and strong written, verbal, and interpersonal communication skills.
• Strong telephone presence and organized follow-up skills.
• Ability to follow established operating procedures.
• Strong service orientation and customer focus.
• Strong attention to detail.
• Ability to work constructively in a collaborative, team-oriented environment.
• Ability to multitask, manage time, prioritize, and execute tasks in a high-pressure environment.
• Ability to foster strong relationships internally and externally, follow directions, apply judgment, and adapt as situations warrant.
• Ability to work a variable shift during Xantrion’s business hours.
• Existing cell phone running a current version of Android or iOS.
• When working remotely, reliable high-speed internet and a dedicated, secure, private workspace; use of a Xantrion-provided PC and headset.
• Ability to meet the stated physical demands, including occasional lifting and moving of light objects and moving equipment weighing up to 75 pounds using proper techniques and equipment.
• Willingness and ability to travel to client offices and, as needed, to Xantrion’s office or a shared workspace.

Nice To Haves

• Bachelor’s degree from a four-year university or equivalent experience; the degree is not required.
• Technical certificates.
• On-site technical support experience.

Responsibilities

• Provide front-line phone coverage and participate in call center groups.
• Provide on-site assistance to clients in the local geography.
• Deliver customer service to Xantrion clients.
• Provide technical support for computer systems, software, and hardware.
• Log and track support requests in the ticketing system, primarily ConnectWise.
• Prioritize or escalate tickets as needed to support customer satisfaction.
• Brief customers and management on the status of resolution efforts.
• Work with third-party support providers when necessary.
• Follow up with customers to confirm issues are resolved.
• Submit semi-monthly timesheets and expense reports.
• Attend scheduled training and meetings.
• Meet regularly with the manager to discuss opportunities and achievements.
• Perform audits of customer information and systems as necessary.
• Take support tickets from the dispatching team.
• Update and schedule service tickets until resolved or escalated.
• Perform other duties and special projects as assigned.
• Follow company policies and procedures and applicable laws; maintain confidentiality and a professional image.

Benefits

• Medical, dental, and vision coverage paid at 100% for the employee and family.
• 401(k) with company match up to 4% of salary.
• Certification reimbursement and annual training budget.
• 17 days of PTO per year, in addition to paid training days.
• Bonuses for referring new clients or employees.
• Cell phone, internet connection, and home office equipment allowance, if applicable.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed