IT Support Engineer

Xantrion

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

Posted 11/7/2026full-timePhoenix • Arizona • United StatesMid-LevelSenior💰 $55,000 - $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical support capabilities with a focus on customer service, effective communication, and problem-solving in high-pressure environments. Proficient in troubleshooting hardware and software issues while maintaining detailed documentation and following established procedures.

Highest-signal resume keywords

Technical Support ExperienceMS Office ProficiencyWindows 10 & 11 ExperienceCustomer Service OrientationInterpersonal Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingDiagnostic SkillsComputer LiteracyTicket ManagementTime ManagementAnalytical SkillsOn-Site SupportAttention to DetailMultitasking

Soft Skills

Positive AttitudeOrganized Follow-UpTeam CollaborationFlexibilityStrong Telephone Presence

Tools & Technologies

ConnectWiseWindows 10Windows 11Mac OSAndroidIOS

Certifications & Qualifications

Technical Certificates

Industry Keywords

Call CenterCustomer SupportConfidentialityCompany PoliciesService Tickets

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 ensure issues are resolved
Submit semi-monthly timesheets and expense reports
Attend scheduled training and meeting sessions
Meet regularly with the manager to discuss opportunities and achievements
Perform audits of customer information and systems
Take support tickets from the dispatching team
Update and schedule service tickets until resolution or escalation
Perform other duties and special projects as assigned
Maintain detailed ticket notes, appropriate time coding, ticket scheduling, and ticket closure performance
Follow company policies and procedures and maintain confidentiality of company and customer information

Requirements

What you’ll need

Bachelor’s degree from a four-year university or equivalent experience (not required)
Technical certificates are a plus
Basic diagnostic and analytical skills
Basic competency in the use and troubleshooting of MS Office products
Experience using Windows 10 & 11, and/or Mac OS
Basic computer literacy across both hardware and software
Minimum of 3 years of technical support experience required
On-site technical support experience preferred
Positive attitude
Strong written, oral, and interpersonal communication skills
Strong telephone presence with organized follow-up skills
Ability to follow established operating procedures
Strong, service oriented, customer focus
Strong attention to detail
Experience working constructively in a team-oriented, collaborative environment
Ability to effectively multitask, managing time and prioritizing and executing tasks in a high-pressure environment
Demonstrated interpersonal skills, able to foster strong relationships internally and externally
Can follow directions, apply judgment, and be flexible as the situation warrants
Ability to work a variable shift during Xantrion’s business hours
Willingness and ability to travel to customer offices and Xantrion’s office/shared workspace as needed
Existing cell phone running current Android or iOS
Reliable, high-speed internet connection when working remotely
Dedicated, secure, and private workspace when working remotely
Must use Xantrion-provided PC and headset for job functions
Ability to lift and carry computers and related equipment up to 20 pounds
Ability to move heavier equipment up to 75 pounds using proper techniques
Must comply with company policies, procedures, and applicable laws
Must maintain confidentiality of company and customer records
Must maintain a professional image and adhere to Xantrion’s dress code

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
If applicable, Xantrion will provide a cell phone, internet connection, and home office equipment allowance
Xantrion-provided PC and headset for remote work