Remote & On-Site 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

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.