Xantrion · 1 month ago
IT Support Engineer I (Hybrid - New York City)
New York, NY
Full-time
Hybrid
Mid Level
$60K/yr - $70K/yr
3+ years expXantrion is a company that takes a people-first approach to business, and they are seeking an IT Support Engineer I. The role involves providing exceptional support and customer service to clients, handling requests efficiently, and ensuring timely resolution of technical issues.
Cloud InfrastructureCloud ManagementCloud SecurityComplianceCyber SecurityInformation TechnologyIT InfrastructureIT Management
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
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
Bachelor's degree from a four-year university (not required) or equivalent experience
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
Preferred
On-site technical support experience preferred
Technical certificates are a plus
Benefits
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
Company
Xantrion
Xantrion is a cybersecurity & IT partner that proactively protects the business you have built & strengthens IT infrastructure as you grow.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Anne Bisagno
Chief Executive Officer
Tom Snyder
Co-Founder, COO / CFO
Recent News
2024-11-20
2024-03-12
Company data provided by crunchbase