IT Support Engineer

Xantrion•Lafayette, CA

17h•Hybrid

About The Position

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. 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.

Requirements

Bachelor’s degree from a four-year university or equivalent 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.
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.
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.

Nice To Haves

Technical certificates are a plus.

Responsibilities

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.
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.