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Xantrion · 4 weeks ago

IT Support Engineer I (Hybrid - New York City)

New York, NY

Full-time

Hybrid

Mid Level

$60K/yr - $70K/yr

3+ years exp

Xantrion is a people-first information technology company seeking an IT Support Engineer I. The role involves providing customer support and technical assistance, managing support requests, and ensuring timely resolution of issues.

Cloud InfrastructureCloud ManagementCloud SecurityComplianceCyber SecurityInformation TechnologyIT InfrastructureIT Management

Growth Opportunities

Responsibilities

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

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

Qualification

Technical support experienceMS Office troubleshootingWindows 10/11 experienceMac OS experienceBasic diagnostic skillsCustomer service skillsMultitasking abilityInterpersonal communicationTeam collaborationAttention to detail

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 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

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

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