IT Support Engineer I
IT Support Engineer I
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Job Description
If youre looking to learn from a winning information technology teamand receive outstanding benefits that support your family- while working for a company that takes apeople-first approachto business we invite you to explore our IT support engineer position.
- This is an on-site position that requires traveling to and working at client locations throughout the San Francisco Bay Area as well as at Xantrions 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 customers 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 Xantrions 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 Xantrions 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
- Bachelors degree from a four-year university or equivalent experience (not required)
- Technical certificates are a plus.
Knowledge & Experience
- 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 prioritizingand 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.
Performance Metrics
- Manager and peer review of 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.
Physical Demands
- Sitting or Standing for Long Periods: Ability to remain seated or standing at a workstation for extended durations with regular breaks to prevent fatigue and maintain comfort.
- Viewing a Computer Monitor: 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.
- Digital Dexterity and Hand/Eye Coordination: Proficient use of hands and fingers to operate office equipment including frequent alpha/numeric keyboarding mouse usage and handling other peripherals with precision.
- Oral Communications: Engaging in clear and effective verbal communication over the phone video calls and occasionally in person requiring strong speech and active listening skills.
- Use of Peripheral Devices: Handling and operating devices such as a mouse headset and other computer accessories with precision and ease.
- Basic Ergonomic Adjustments: Ability to adjust seating monitor height and other workstation elements to maintain comfort and reduce physical strain.
- Environmental Awareness: Maintaining a workspace free from excessive noise and distractions to ensure focus and productivity.
- Occasional Lifting and Moving: Ability to lift and move light objects such as laptops documents and office supplies as needed.
- Periodic Travel to Customer Offices: Willingness and ability to travel to customer offices as required which may involve air travel driving ride-sharing or using public transportation.
- Periodic Travel to Xantrions Office: Willingness and ability to travel to Xantrions office or shared workspace as needed which may involve air travel driving ride-sharing or using public transportation.
- Light Lifting and Carrying of Computers and Equipment: Ability to lift and carry computers and related equipment typically weighing up to 20 pounds.
- Moving Heavy Equipment: 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.
Company Policy and Procedure Compliance
- 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 Xantrions 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.
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 - $75K; 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.
Xantrionis 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 employment is decidedon the basis ofqualifications merit and business needsat the time.
Required Experience:
Manager
Employment Type
Full-Time
