Remote IT Support Engineer

About the Role

Xantrion is seeking a fully remote IT Support Engineer dedicated to delivering exceptional technical assistance and client service. This position operates remotely with a work schedule from 9am to 6pm Pacific Time. The primary goal is to manage and resolve client technical requests effectively, ensuring customer satisfaction through efficient prioritization, accurate documentation, and timely follow-up.

Key Responsibilities

• Respond to client support requests primarily by phone and via ticketing system (ConnectWise).
• Provide front-line phone support and participate actively in call center teams.
• Deliver outstanding customer service and technical support related to computer systems, software, and hardware.
• Escalate and prioritize issues according to urgency, collaborating with management, customers, and third-party providers.
• Perform local on-site assistance when applicable and conduct audits of customer data and systems as necessary.
• Maintain accurate timesheets and expense reports, attend trainings and regular meetings.
• Adapt to variable shifts within business hours and carry out additional duties or projects as assigned.

Required Qualifications and Skills

• Minimum three years of technical support experience is mandatory, with some on-site experience preferred.
• Proficient in troubleshooting and using MS Office, Windows 7/10, and Mac OS.
• Demonstrated ability in diagnostic and analytical problem-solving.
• Strong communication skills, both verbal and written, with excellent phone etiquette and follow-up discipline.
• Customer-oriented mindset with attention to detail and ability to multitask in high-pressure situations.
• Ability to work independently, take ownership of issues, and collaborate effectively in team environments.

Physical and Environmental Demands

• Ability to remain seated or standing for long periods with appropriate breaks.
• Extended focus on computer monitors with ergonomic adjustments to minimize strain.
• Manual dexterity for keyboarding and operating devices such as mouse and headsets.
• Clear verbal communication skills for phone and video interactions.
• Capable of occasional lifting and moving of equipment up to 75 pounds using proper techniques.
• Willingness to travel periodically to customer sites and company offices using varied transportation methods.

Company Policies and Remote Work Requirements

• Adherence to all company policies, procedures, and compliance with local, state, and federal laws.
• Maintain confidentiality of company and client information at all times.
• Professional appearance in accordance with company dress code.
• Must own a current Android or iOS smartphone; Xantrion may provide additional equipment allowances.
• Remote work requires a reliable high-speed internet connection and a dedicated, private workspace. Use of company-provided PC and headset is mandatory.

Compensation and Benefits

• Annual salary ranging from $60,000 to $65,000 based on experience.
• Full medical, dental, and vision insurance coverage for employees and their families.
• 401(k) plan with up to 4% company matching.
• Certification reimbursement and yearly training budget.
• 17 paid time off days annually plus paid training days.
• Bonuses for successful client or employee referrals.

Equal Employment Opportunity

Xantrion is an equal opportunity employer committed to fostering inclusivity and diversity, prohibiting discrimination on any legally protected basis. Employment decisions are made solely on qualifications, merit, and business needs.