IT Support Engineer

Xantrion is hiring a fully remote IT Support Engineer to deliver best-possible support and customer service to clients. In this role, you will handle support requests end to end, keep issue tracking organized in ConnectWise, and help drive tickets through prioritization, escalation, and follow-up. If you value structured processes, strong communication, and customer satisfaction, this position offers a clear path to impact, with supportive tools and training resources.

What you’ll do

• Provide front-line phone coverage and participate in call center group support.
• Provide on-site assistance to clients within your local geography, if applicable.
• Deliver excellent customer service to Xantrion’s client base.
• Provide technical support for computer systems, software, and hardware issues as assigned.
• Log and track support requests in ConnectWise.
• Prioritize and/or escalate tickets as required to ensure customer satisfaction.
• Brief customers and management on the status of current resolution efforts.
• Work with third-party support providers when necessary.
• Follow up with customers to confirm an issue has been resolved.
• Take support tickets from the dispatcher, update and schedule service tickets until resolution or further escalation.
• Submit semi-monthly timesheets and expense reports.
• Attend scheduled training and meeting sessions, and meet regularly with your manager to discuss opportunities and achievements.
• Maintain detailed ticket notes at every step of the resolution, with appropriate time coding and correctly scheduled queue management.
• Perform audits of customer information and systems as needed to ensure accuracy.
• Support manager and peer review of goal achievement, with coachability and team-oriented collaboration.
• Complete other duties or special projects as assigned.

Tools and environment

• ConnectWise, MS Office, Windows 7, Windows 10, Mac OS.

What you’ll bring

• Minimum 3 years of technical support experience.
• Basic diagnostic and analytical skills.
• Basic competency troubleshooting MS Office products.
• Experience using Windows 7, Windows 10, and/or Mac OS.
• Basic computer literacy across both hardware and software.
• Ability to be proactive, take direction, and establish ownership of issues through resolution.
• Strong written, oral, and interpersonal communication skills.
• Strong telephone presence with organized follow-up skills.
• Positive attitude, strong service orientation, and customer-focused mindset.
• Strong attention to detail with the ability to follow established operating procedures.
• Experience working constructively in a team-oriented, collaborative environment.
• Ability to multitask, manage time, prioritize, and execute tasks in a high-pressure environment.
• Ability to foster strong relationships internally and externally and apply judgment when situations require flexibility.
• Technical certificates are a plus; bachelor’s degree from a four-year university or equivalent experience is not required.
• Some on-site technical support experience is preferred.

Variable shifts and remote setup

• Ability to work a variable shift any time during Xantrion’s business hours.
• For remote work: reliable, high-speed internet connection that supports work responsibilities, including video conferencing.
• Dedicated, secure, private workspace; shared environments like coworking spaces are unacceptable unless arranged by Xantrion, and client information must remain private.
• Use Xantrion-provided PC and headset to execute job functions.

Benefits and compensation

• Salary range: USD 60,000 - 65,000 per year, 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 an annual training budget.
• 17 days PTO per year in addition to paid training days.
• Bonuses for referring new clients or employees.

Physical demands (role expectations)

• Ability to remain seated or standing at a workstation for extended durations with regular breaks.
• Ability to focus on a computer screen for tasks including reading, typing, and data entry, with appropriate lighting and screen settings.
• Proficient hand and finger use for keyboarding, mouse use, and handling peripherals with precision.
• Clear verbal communication over the phone, video calls, and occasionally in person, including active listening.
• Ability to lift and move light objects (for example, laptops, documents, office supplies) as needed.
• Willingness and ability to travel to customer offices as required, and to Xantrion’s office or shared workspace as needed.
• Ability to lift and carry computers and related equipment: typically up to 20 lbs, and up to 75 lbs for heavier items such as servers and battery backup systems, using proper lifting techniques and equipment.

Compliance and equipment

• Follow and support company policies and procedures, and all local, state, and federal laws.
• Maintain confidentiality of company and customer records and information.
• Maintain a professional image in line with Xantrion’s dress code.
• Must have an existing cell phone running current Android or iOS.
• If applicable, Xantrion provides a cell phone, internet connection, and home office equipment allowance. See the Xantrion Handbook for details.