IT Support Engineer

Xantrion

. Provide front-line phone coverage and participate in call center groups .

Posted 9/25/2026full-timeBoston • Massachusetts • United StatesMid-LevelSenior💰 $60,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong technical support capabilities with a focus on customer service, effective communication, and problem resolution. Proficient in troubleshooting hardware and software issues while maintaining detailed documentation and prioritizing tasks in a fast-paced environment.

Highest-signal resume keywords

Technical Support ExperienceMS Office TroubleshootingWindows 7/10 and Mac OS ExperienceCustomer Service OrientationAnalytical Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportTroubleshootingDiagnostic SkillsComputer LiteracyTicket ManagementTime ManagementIssue ResolutionService Ticket UpdatesCustomer Information AuditsFollow Established Procedures

Soft Skills

Interpersonal CommunicationOrganizational SkillsTeam CollaborationAttention to DetailProactive Problem Solving

Tools & Technologies

ConnectWiseWindows Operating SystemsMac OSMS Office ProductsHigh-Speed Internet

Certifications & Qualifications

Technical Certificates

Industry Keywords

Call Center SupportOn-Site AssistanceCustomer SatisfactionService-Oriented ApproachHigh-Pressure Environment

Tech Stack

Tools & technologies

AndroidiOS

About the role

Key responsibilities & impact

Provide front-line phone coverage and participate in call center groups
Provide on-site assistance to clients within the local geography
Provide technical support for computer systems, software, and hardware
Log and track support requests in ConnectWise
Prioritize and escalate tickets as required
Brief customers and management on resolution status
Work with third-party support providers when necessary
Follow up with customers to confirm issue resolution
Submit semi-monthly timesheets and expense reports
Attend scheduled training and meetings
Meet regularly with the manager to discuss opportunities and achievements
Perform customer information and systems audits as necessary
Take support tickets from the dispatcher
Update and schedule service tickets until resolved or escalated
Perform other duties or special projects as assigned
Maintain detailed ticket notes, accurate time coding, queue scheduling, and customer satisfaction

Requirements

What you’ll need

Bachelor’s degree from a four-year university or equivalent experience (not required)
Technical certificates are a plus
Minimum of 3 years of technical support experience required
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, take direction, and establish ownership of issues through resolution
Strong written, oral, and interpersonal communication skills
Strong telephone presence with organized follow-up skills
Ability to follow established operating procedures
Strong service-oriented and customer-focused approach
Strong attention to detail
Experience working constructively in a team-oriented, collaborative environment
Ability to effectively multitask, manage time, prioritize, and execute tasks in a high-pressure environment
Ability to follow directions, apply judgment, and be flexible as the situation warrants
Ability to work a variable shift any time during Xantrion’s business hours
Willingness and ability to travel to customer offices and Xantrion’s office/shared workspace as required
Ability to lift and carry computers and related equipment up to 20 pounds
Ability to move heavier equipment up to 75 pounds using proper lifting techniques and equipment
Must have an existing cell phone running current Android or iOS
When working remote: reliable high-speed internet, dedicated secure private workspace, and use of Xantrion-provided PC and headset
Must comply with company policies, procedures, confidentiality requirements, dress code, and applicable laws

Benefits

Comp & perks

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
Flexibility
Training and industry-leading tools
If applicable, Xantrion will provide a cell phone, internet connection, and home office equipment allowance