IT Support Engineer (Remote - Chicago)

Xantrion is hiring a fully remote IT Support Engineer. If you’re looking to learn from a winning team that takes a people-first approach and receive outstanding benefits that support your family, we invite you to explore our position!

This role is fully remote. Shift time is 9am-6pm

Pacific Time.

Primary Purpose and Function

The overall performance objective of the Support Engineer I is to provide the best possible support and customer service to our clients. They are responsible for handling requests that are submitted by our customers (typically by phone) and in all cases using good judgment and timeliness in responding to and resolving each issue to the customer’s satisfaction. Success is defined by the timely resolution of requests in the best possible order based on priority. The position requires accurate documentation, tracking, and monitoring to ensure a timely resolution.

Essential Functions and Responsibilities

Customer Facing

• 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.

Administration

• Submit semi-monthly timesheet and expense reports.
• Attending scheduled training and meeting sessions.
• Meet with your manager regularly to discuss opportunities and achievements.

Service Desk Duties

• Ability to work a variable shift any time during Xantrion’s business hours.
• Perform audits of cu...