IT Support Engineer
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Job Description
Remote IT Support Engineer offering technical support and customer service to clients. Engaging with clients to resolve technical issues using analytical skills and MS Office applications.
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.
Requirements:
- Bachelor’s degree from a four-year university or equivalent experience (not required)
- Minimum of 3 years of technical support experience required
- Some on-site technical support experience preferred.
- 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.
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.
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