IT Support Engineer (Hybrid - Phoenix)

Xantrion • Phoenix, AZ

19h • Hybrid

About The Position

The IT Support Engineer provides front-line technical support and customer service to Xantrion clients, handling requests—typically submitted by phone—and resolving or escalating issues promptly and in priority order. The role requires accurate documentation, tracking, and monitoring of requests through resolution, as well as clear communication with customers and management about progress. Although described as hybrid, this is an on-site position requiring work at client locations in Phoenix, Arizona, 1–2 days per week. The engineer may work a variable shift during Xantrion’s business hours.

The position also includes service desk and administrative duties, such as managing tickets, auditing customer information and systems, submitting timesheets and expense reports, attending training and meetings, and coordinating with third-party providers when needed. Employees must follow company policies and protect the confidentiality of company and customer information. When working remotely, employees must have reliable high-speed internet and a dedicated, secure, private workspace, and must use a Xantrion-provided PC and headset.

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.
• Strong written, oral, and interpersonal communication skills.
• Strong telephone presence and organized follow-up skills.
• Ability to follow established operating procedures.
• Service-oriented approach and strong customer focus.
• Strong attention to detail.
• Ability to work constructively in a team-oriented, collaborative environment.
• Ability to multitask, manage time, prioritize, and execute tasks in a high-pressure environment.
• Ability to build strong relationships internally and externally, follow directions, exercise judgment, and adapt to circumstances.
• Ability to work a variable shift during Xantrion’s business hours.
• Willingness and ability to travel to customer offices and Xantrion’s office or shared workspace as required.
• Must have an existing cell phone running a current version of Android or iOS.
• When working remotely, must have reliable high-speed internet and a dedicated, secure, private workspace; must use the Xantrion-provided PC and headset.
• Ability to meet the listed physical demands, including carrying equipment and moving heavier equipment weighing up to 75 pounds using proper lifting techniques and equipment.

Nice To Haves

• On-site technical support experience.
• Technical certificates.
• A bachelor’s degree from a four-year university or equivalent experience (not required).

Responsibilities

• Provide front-line phone coverage and participate in call center groups.
• Provide on-site assistance to clients in the local Phoenix area.
• Deliver technical support for issues involving computer systems, software, and hardware.
• Log and track support requests in the ticketing system, primarily ConnectWise.
• Prioritize and escalate tickets as needed to support customer satisfaction and timely resolution.
• Update customers and management on the status of resolution efforts.
• Coordinate with third-party support providers when necessary.
• Follow up with customers to confirm issues have been resolved.
• Take support tickets from the dispatching team and update and schedule service tickets through resolution or escalation.
• Audit customer information and systems as necessary to ensure accuracy.
• Submit semi-monthly timesheets and expense reports.
• Attend scheduled training and meetings and meet regularly with the manager to discuss opportunities and achievements.
• Perform other duties or special projects as assigned.
• Follow company policies and procedures and applicable laws, maintain confidentiality, and adhere to the company dress code.

Benefits

• 100% of medical, dental, and vision coverage for the employee and family.
• 401(k) with company match up to 4% of salary.
• Certification reimbursement and an annual training budget.
• 17 days of paid time off 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