Provide front-line IT support and customer service for Xantrion’s clients in a hybrid role based in Phoenix, AZ.

Provide front-line phone coverage and participate in call center groups
Take support tickets from the dispatching team and support customers through resolution
Provide on-site assistance to clients within your local geography
Deliver strong customer service to Xantrion’s client base
Troubleshoot and provide technical support for issues related to computer systems, software, and hardware
Log and track requests in the ticketing system (ConnectWise as the primary system)
Prioritize, update, and/or escalate tickets as needed to support customer satisfaction
Brief customers and management on current resolution status
Update and schedule service tickets until issues are resolved or escalated further
Follow up with customers to confirm resolution
Work with third-party support providers when necessary
Perform audits of customer information and systems as required to ensure accuracy
Submit semi-monthly timesheets and expense reports
Attend scheduled training and meeting sessions
Meet with your manager regularly to discuss opportunities and achievements
Maintain readiness for variable shifts during Xantrion business hours
Perform other duties or special projects as assigned

Minimum 3 years of technical support experience
Basic diagnostic and analytical skills
Basic competency troubleshooting and using MS Office products
Experience with Windows 10 & Windows 11 and/or Mac OS
Basic computer literacy across hardware and software
Ability to be proactive and establish ownership of issues through resolution
Ability to follow established operating procedures
Strong telephone presence with organized follow-up skills
Strong written, oral, and interpersonal communication skills
Service-oriented, customer-focused approach with strong attention to detail
Team-oriented and able to work constructively in a collaborative environment
Ability to multitask and prioritize in a high-pressure environment
Demonstrated interpersonal skills and ability to build relationships internally and externally
Can follow directions, apply judgment, and remain flexible as needs change
Positive attitude
On-site technical support experience is preferred
Bachelor’s degree from a four-year university or equivalent experience: not required
Technical certificates: a plus

Follow company policies and procedures and all local, state, and federal laws
Maintain confidentiality of company and customer records and information
Maintain a professional image and adhere to Xantrion’s dress code
Must have an existing cell phone running current Android or iOS
If applicable, Xantrion may provide a cell phone, internet connection, and home office equipment allowance (see Xantrion Handbook)

Must have reliable, high-speed internet supporting job responsibilities, including video conferencing
Must use a dedicated, secure, private workspace; shared work environments (such as coworking spaces) are unacceptable unless arranged by Xantrion
Must keep client information private
Must use Xantrion-provided PC and headset to execute job functions

IT Support Engineer

Job Description