If you’re looking to learn from a winning information technology team and receive outstanding benefits that support your family- while working for a company that takes a people-first approach to business, we invite you to explore our IT support engineer position.

This is a hybrid position that is primarily remote - working from home; however, it requires travel to and working at client locations in the New York City area at least 1-2 days a week, and on an ad-hoc basis

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 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.

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 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

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 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

Position Requirements

Formal Education & Certification

Bachelor’s degree from a four-year university or equivalent experience (not required)
Technical certificates are a plus

Knowledge & 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 10, 11, 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, 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

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 Xantrion’s Office: Willingness and ability to travel to Xantrion's 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 Xantrion’s 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

Benefits

Salary range $60K - $70K; 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

Xantrion is 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 laws. All employment is decided on the basis of qualifications, merit, and business needs at the time.

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IT Support Engineer I (Hybrid - New York City)