IT Support Engineer

Jobtailor; San Rafael (CA); On-site; USD 60,000 - 75,000; Full time

Job summary

Jobtailor in San Rafael, CA seeks a Technical Support Specialist to deliver front line phone coverage and on-site client support for Xantrion’s client base. You will log requests in ConnectWise and ensure timely resolution to maintain high customer satisfaction.

Ideal candidates have at least 3 years in technical support, familiarity with Windows 7/10 and Mac OS, and strong MS Office troubleshooting skills. On-site support experience is preferred; a four-year degree is not required.

Qualifications

• Bachelor’s degree from a four-year university or equivalent experience (not required).
• 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 and able to take direction and establish ownership of issues through resolution.

Responsibilities

• Provide front line phone coverage and participate in call center groups.
• Provide on-site assistance to clients within your local geography.
• Provide excellent customer service to Xantrion’s client base.
• Log and track support requests in ConnectWise.
• Prioritize and/or escalate tickets to ensure customer satisfaction.
• Follow up with customers to ensure an issue has been resolved.

Skills

Technical Support

Diagnostic Skills

Computer Literacy

Troubleshooting

Ticket Logging

Issue Resolution

Education

Bachelor’s degree or equivalent experience (not required)

Tools

ConnectWise

MS Office

Windows 7

Windows 10

Mac OS

Job description

• Provide front line phone coverage, and participate in various call center groups
• Provide on-site assistance to clients within your local geography
• 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 escalated tickets as required to ensure customer satisfaction.
• 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
• 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.

Core Competencies

Demonstrates strong technical support capabilities with a focus on customer service, problem resolution, and effective communication. Proficient in troubleshooting hardware and software issues while maintaining customer satisfaction.

Highest-signal resume keywords

• Technical Support Experience
• Customer Service Excellence
• MS Office Troubleshooting
• Windows 7/10 and Mac OS Experience
• Analytical Skills

ATS Optimization Keywords

Hard Skills

• Technical Support
• Diagnostic Skills
• Computer Literacy
• Troubleshooting
• Ticket Logging
• Issue Resolution

Soft Skills

• Proactive Attitude
• Ability to Take Direction
• Ownership of Issues

Industry Keywords

• Call Center
• On-Site Support
• Customer Satisfaction

Tools & Technologies

• ConnectWise
• MS Office
• Windows 7
• Windows 10
• Mac OS