IT Support Engineer (Remote - Boston)

Xantrion is hiring a fully remote IT Support Engineer. The role involves providing excellent customer service and technical support to clients, handling requests, and ensuring timely resolution of issues.

Responsibilities:

• Provide front line phone coverage, and participate in various call center groups
• Provide on-site assistance to clients within your local geography, if applicable
• 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
• Submit semi-monthly timesheet and expense reports
• Attending scheduled training and meeting sessions
• Meet with your manager regularly to discuss opportunities and achievements
• 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

Requirements:

• Bachelor's degree from a four-year university or equivalent experience (not required)
• Minimum of 3 years of technical support experience required
• 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
• 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
• Ability to remain seated or standing at a workstation for extended durations, with regular breaks to prevent fatigue and maintain comfort
• 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
• Proficient use of hands and fingers to operate office equipment, including frequent alpha/numeric keyboarding, mouse usage, and handling other peripherals with precision
• Engaging in clear and effective verbal communication over the phone, video calls, and occasionally in person, requiring strong speech and active listening skills
• Handling and operating devices such as a mouse, headset, and other computer accessories with precision and ease
• Ability to adjust seating, monitor height, and other workstation elements to maintain comfort and reduce physical strain
• Maintaining a workspace free from excessive noise and distractions to ensure focus and productivity
• Ability to lift and move light objects, such as laptops, documents, and office supplies, as needed
• Willingness and ability to travel to customer offices as required, which may involve air travel, driving, ride-sharing, or using public transportation
• 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
• Ability to lift and carry computers and related equipment, typically weighing up to 20 pounds
• 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
• 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)
• 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
• Some on-site technical support experience preferred
• Technical certificates are a plus