IT Support Engineer

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver front line phone support and engage in various call center teams.

• Offer on-site assistance to clients in your local area, if applicable.

• Ensure outstanding customer service for Xantrion’s clientele.

• Provide technical support as assigned for issues concerning computer systems, software, and hardware.

• Record and monitor support requests in ConnectWise.

• Prioritize and/or escalate tickets as necessary to guarantee customer satisfaction.

• Update customers and management on the status of ongoing resolution efforts.

• Collaborate with third-party support providers when required.

• Follow up with customers to confirm that issues have been resolved.

⛳️ Requirements

• Bachelor’s degree from a four-year institution or equivalent experience (not mandatory).

• At least 3 years of experience in technical support is required.

• Some prior on-site technical support experience is preferred.

• Basic diagnostic and analytical abilities are essential.

• Fundamental proficiency in using and troubleshooting MS Office products.

• Familiarity with Windows 7, 10, and/or Mac OS.

• Basic computer literacy regarding both hardware and software.

• Capability to be proactive, take direction, and establish ownership of issues until resolution.

🏝️ Benefits

• 100% coverage of medical, dental, and vision for you and your family.

• 401K plan with a company match up to 4% of salary.

• Reimbursement for certifications and an annual training budget.

• 17 days of PTO annually, in addition to paid training days.

• Bonuses for referring new clients or employees.