IT Support Engineer - Remote (Chicago)

About the Role

Xantrion is seeking a fully remote IT Support Engineer dedicated to delivering outstanding technical assistance and exceptional customer service. This position operates on a remote basis with working hours from 9 am to 6 pm Pacific Time. The ideal candidate will be part of a team-driven, people-first organization offering excellent benefits supporting employees and their families.

Key Duties and Responsibilities

• Provide front-line phone support and participate in call center activities to address client needs promptly.
• Offer on-site technical assistance to clients locally, where applicable.
• Deliver quality customer service to the client base and troubleshoot issues related to computer systems, software, and hardware.
• Log, track, prioritize, and escalate support tickets using ConnectWise, ensuring timely resolution and documentation.
• Communicate with customers and management regarding progress and resolutions.
• Collaborate with third-party support vendors if required and follow up to confirm issue closure.
• Perform variable shift schedules within company business hours and conduct audits on customer data and systems.
• Complete administrative duties including timesheets, expense reporting, attendance to training sessions, and regular meetings with management.
• Take tickets from dispatchers, maintain updated service logs until issues are resolved or escalated, and undertake special projects as assigned.

Qualifications and Experience

• Bachelor’s degree or equivalent work experience; technical certifications are considered advantageous.
• A minimum of 3 years of technical support experience is required, with on-site support experience preferred.
• General computing knowledge including Microsoft Office, Windows 7/10, and Mac OS proficiency.
• Strong analytical and diagnostic capabilities with basic hardware and software troubleshooting skills.

Personal Attributes

• Positive and service-oriented attitude with strong communication skills both written and verbal.
• Ability to organize follow-ups, multitask, prioritize workload, and work effectively under pressure.
• Strong interpersonal skills enabling collaboration within team environments.
• Detail-oriented with capacity to adhere to operating procedures and demonstrate flexibility.

Performance Expectations

• Achieve peer and managerial goals, maintain thorough ticket documentation, accurate time reporting, and manage ticket queues effectively.
• Maintain high customer satisfaction scores internally and externally.

Physical Requirements

• Ability to sit or stand for extended periods, experience with computer workstations and peripherals.
• Clear verbal communication capabilities during calls and video conferences.
• Capability to lift and carry computer equipment and related hardware, including items up to 75 pounds with proper techniques.
• Willingness to travel as needed to client sites or company offices using various transportation modes.

Policies, Equipment, and Remote Work Requirements

• Adherence to company policies, confidentiality of records, and professional dress code is mandatory.
• Must possess a current Android or iOS smartphone; company-provided phone, internet reimbursements, and office equipment allowances available per company guidelines.
• Remote workers must have reliable high-speed internet, a dedicated private workspace, and use company-provided PC and headset.

Compensation and Benefits

• Salary range between $60,000 and $65,000 annually based on experience.
• Full medical, dental, and vision coverage for employees and their families.
• 401(k) retirement plan with up to 4% company matching.
• Certification reimbursements and an annual budget for training.
• 17 days of paid time off plus extra paid training days.
• Referral bonuses for bringing new clients or employees.

Diversity and Inclusion

Xantrion is an equal opportunity employer dedicated to fostering a diverse and inclusive workplace, prohibiting any discrimination or harassment on legally protected bases, with hiring based on merit and business needs.