IT Support Engineer I (Hybrid - San Francisco Bay Area)

Xantrion is a company that prioritizes a people-first approach in the IT sector, seeking an IT Support Engineer I. The role involves providing exceptional customer service and technical support to clients, ensuring timely resolution of issues while maintaining accurate documentation and communication.ResponsibilitiesProvide front line phone coverage, and participate in various call center groupsProvide on-site assistance to clients within your local geographyProvide excellent customer service to Xantrion’s client baseProvide technical support as assigned for issues related to computer systems, software, and hardwareLog and track support requests in ConnectWisePrioritize and/or escalate tickets as required to ensure customer satisfactionBrief customers, as well as management, on the status of current resolution effortsWork with third party support providers when necessaryFollow up with customers to ensure an issue has been resolvedSubmit semi-monthly timesheet and expense reportsAttending scheduled training and meeting sessionsMeet with your manager regularly to discuss opportunities and achievementsAbility to work a variable shift any time during Xantrion’s business hoursPerform audits of customer information and systems as necessary to ensure accuracyTake support tickets from the dispatcherUpdate and schedule service tickets until issues have been resolved or further escalatedPerform other duties or special projects as assignedSkillsBachelor's degree from a four-year university or equivalent experience (not required)Basic diagnostic and analytical skillsBasic competency in the use and troubleshooting of MS Office productsExperience using Windows 7, 10, and/or Mac OSBasic computer literacy across both hardware and softwareAbility to be proactive and able to take direction and establish ownership of issues through resolutionPositive attitudeStrong written, oral, and interpersonal communication skillsStrong telephone presence with organized follow-up skillsAbility to follow established operating proceduresStrong, service-oriented, customer-focusedStrong attention to detailExperience working constructively in a team-oriented, collaborative environmentAbility to effectively multitask, managing time, prioritizing and executing tasks in a high-pressure environmentDemonstrated interpersonal skills, able to foster strong relationships internally and externallyCan follow directions, as well as apply judgment and be flexible as the situation warrantsAbility to remain seated or standing at a workstation for extended durations, with regular breaks to prevent fatigue and maintain comfortSustained 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 strainProficient use of hands and fingers to operate office equipment, including frequent alpha/numeric keyboarding, mouse usage, and handling other peripherals with precisionEngaging in clear and effective verbal communication over the phone, video calls, and occasionally in person, requiring strong speech and active listening skillsHandling and operating devices such as a mouse, headset, and other computer accessories with precision and easeAbility to adjust seating, monitor height, and other workstation elements to maintain comfort and reduce physical strainMaintaining a workspace free from excessive noise and distractions to ensure focus and productivityAbility to lift and move light objects, such as laptops, documents, and office supplies, as neededWillingness and ability to travel to customer offices as required, which may involve air travel, driving, ride-sharing, or using public transportationWillingness and ability to travel to Xantrion's office or shared workspace as needed, which may involve air travel, driving, ride-sharing, or using public transportationAbility to lift and carry computers and related equipment, typically weighing up to 20 poundsAbility 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 safetyFollow and support company policies and procedures as well as all local, state, and federal lawsAlways maintain confidentiality of company and customer records and informationMaintain a professional image, adhering to Xantrion's dress codeMust 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 conferencingMust have a dedicated, secure, and private workspace. Unless arranged by Xantrion, shared work environments, such as coworking spaces, are unacceptableMust use Xantrion-provided PC and headset to execute job functionsTechnical certificates are a plusBenefits100% of medical, dental, and vision for you and your family401K with company match up to 4% of salaryCertification reimbursement and annual training budget17 Days PTO per year in addition to paid training days.Bonuses for referring new clients or employeesCompany OverviewXantrion is a cybersecurity & IT partner that proactively protects the business you have built & strengthens IT infrastructure as you grow. It was founded in 2000, and is headquartered in Oakland, California, USA, with a workforce of 51-200 employees. Its website is https://xantrion.com/.



Apply To This Job