IT Support Engineer

Jobtailor; Boston (MA); Hybrid; USD 52,000 - 74,000; Full time

Job summary

Xantrion is seeking a Technical Support Specialist to deliver front-line support for computer systems, software, and hardware. This role involves on-site client assistance, ticket logging in ConnectWise, and escalating issues when needed.

Flexible shifts during Xantrion’s business hours and travel to customer offices may be required. The ideal candidate has 3+ years of technical support experience, strong communication, and a proactive problem-solving mindset.

Qualifications

• Bachelor’s degree or equivalent experience (not required).
• Minimum of 3 years of technical support experience required.
• On-site technical support experience preferred.
• Proactive, strong communication and service-oriented.
• Ability to follow established procedures and maintain confidentiality.

Responsibilities

• 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.
• Attend scheduled training and meetings.
• Meet with the manager to discuss opportunities and achievements.

Skills

Technical Support

Basic Diagnostic Skills

Computer Literacy

Ticket Management

Issue Resolution

Education

Bachelor’s degree or equivalent

Tools

ConnectWise

Windows OS

Mac OS

MS Office

Job description

• 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 escalated 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 meeting sessions
• Meet regularly with the manager to discuss opportunities and achievements
• Work variable shifts during Xantrion’s business hours
• Audit customer information and systems for accuracy
• Take support tickets from the dispatcher
• Update and schedule service tickets until resolution or escalation
• Perform other duties and special projects as assigned
• Maintain detailed ticket notes, properly schedule the ticket queue, and meet service and closure metrics

Requirements

• 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
• Service-oriented and customer-focused
• 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
• Must have an existing cell phone running current Android or iOS; if applicable, Xantrion may provide one
• Reliable, high-speed internet connection when working remotely
• Dedicated, secure, and private workspace when working remotely
• 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 weighing up to 75 pounds using proper lifting techniques and equipment
• Must follow company policies, procedures, and applicable laws
• Must maintain confidentiality of company and customer records and information
• Must adhere to Xantrion’s dress code

Core Competencies

Demonstrates strong technical support capabilities, including proficiency in troubleshooting computer systems, software, and hardware, while maintaining a service-oriented approach. Exhibits effective communication and organizational skills to manage support requests and ensure customer satisfaction.

Highest-signal resume keywords

• Technical Support Experience
• MS Office Troubleshooting
• Windows 7/10 and Mac OS Experience
• Customer Service Orientation
• Attention to Detail

Hard Skills

• Technical Support
• Basic Diagnostic Skills
• Computer Literacy
• Ticket Management
• Issue Resolution

Soft Skills

• Strong Communication Skills
• Organizational Skills
• Team Collaboration
• Multitasking Ability
• Proactive Problem Solving

Certifications & Qualifications

• Technical Certificates

Industry Keywords

• Call Center Support
• On-Site Assistance
• Customer Information Auditing
• Service Metrics
• High-Pressure Environment

Tools & Technologies

• ConnectWise
• Windows Operating Systems
• Mac OS
• MS Office Products