Talent.com
IT Support Engineer I (Hybrid New York City)
IT Support Engineer I (Hybrid New York City)Xantrion • New York City, New York, USA
IT Support Engineer I (Hybrid New York City)

IT Support Engineer I (Hybrid New York City)

Xantrion • New York City, New York, USA
[job_card.variable_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

If youre looking to learn from a winning information technology teamand receive outstanding benefits that support your family- while working for a company that takes a people-first approachto business we invite you to explore our IT support engineer position.

  • This is a hybridposition that is primarily remote - working from home; however itrequires travelto and working at client locations in the New York City area at least 1-2 days a week and on an ad-hoc basis.

Primary Purpose and Function

The overall performance objective of the Support Engineer I is to provide the best possible support and customer service to our clients. They are responsible for handling requests that are submitted by our customers (typically by phone) and in all cases using good judgment and timeliness in responding to and resolving each issue to the customers satisfaction. Success is defined by the timely resolution of requests in the best possible order based on priority. The position requires accurate documentation tracking and monitoring to ensure a timely resolution.

Essential Functions and Responsibilities

Customer Facing

  • 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 Xantrions 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 escalate tickets as required to ensure customer satisfaction.
  • Brief customers as well as management on the status of current resolution efforts.
  • Work with third party support providers when necessary.
  • Follow up with customers to ensure an issue has been resolved.

    • Administration

  • Submit semi-monthly timesheet and expense reports.
  • Attending scheduled training and meeting sessions.
  • Meet with your manager regularly to discuss opportunities and achievements.

    • Service Desk Duties

  • Ability to work a variable shift any time during Xantrions business hours.
  • Perform audits of customer information and systems as necessary to ensure accuracy.
  • Take support tickets from the dispatcher.
  • Update and schedule service tickets until issues have been resolved or further escalated.
  • Perform other duties or special projects as assigned.

    • Position Requirements

    Formal Education & Certification

  • Bachelors degree from a four-year university or equivalent experience (not required)
  • Technical certificates are a plus.

    • Knowledge & Experience

  • Minimum of 3years 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 10 11 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.

    • Personal Attributes

  • 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-focused.
  • Strong attention to detail.
  • Experience working constructively in a team-oriented collaborative environment.
  • Ability to effectively multitask managing time prioritizingand executing tasks in a high-pressure environment.
  • Demonstrated interpersonal skills able to foster strong relationships internally and externally.
  • Can follow directions as well as apply judgment and be flexible as the situation warrants.

    • Performance Metrics

  • Manager and peer review of goal achievement.
  • Coachability willingness to work as a member of a team.
  • Detailed ticket notes at every step of the resolution.
  • Appropriate amount of time is correctly coded per day.
  • Ticket queue is properly scheduled. Assigned tasks do not fall through the cracks.
  • Internal and external customer satisfaction scores.
  • Ticket closure rate relative to peers.

    • Physical Demands

  • Sitting or Standing for Long Periods : Ability to remain seated or standing at a workstation for extended durations with regular breaks to prevent fatigue and maintain comfort.
  • Viewing a Computer Monitor : Sustained ability to focus on a computer screen for tasks such as reading typing and data entry with appropriate lighting and screen settings to reduce eye strain.
  • Digital Dexterity and Hand / Eye Coordination : Proficient use of hands and fingers to operate office equipment including frequent alpha / numeric keyboarding mouse usage and handling other peripherals with precision.
  • Oral Communications : Engaging in clear and effective verbal communication over the phone video calls and occasionally in person requiring strong speech and active listening skills.
  • Use of Peripheral Devices : Handling and operating devices such as a mouse headset and other computer accessories with precision and ease.
  • Basic Ergonomic Adjustments : Ability to adjust seating monitor height and other workstation elements to maintain comfort and reduce physical strain.
  • Environmental Awareness : Maintaining a workspace free from excessive noise and distractions to ensure focus and productivity.
  • Occasional Lifting and Moving : Ability to lift and move light objects such as laptops documents and office supplies as needed.
  • Periodic Travel to Customer Offices : Willingness and ability to travel to customer offices as required which may involve air travel driving ride-sharing or using public transportation.
  • Periodic Travel to Xantrions Office : Willingness and ability to travel to Xantrions office or shared workspace as needed which may involve air travel driving ride-sharing or using public transportation.
  • Light Lifting and Carrying of Computers and Equipment : Ability to lift and carry computers and related equipment typically weighing up to 20 pounds.
  • Moving Heavy Equipment : Ability to move heavier items such as personal computers servers and battery backup systems weighing up to 75 pounds using proper lifting techniques and equipment to ensure safety.

    • Company Policy and Procedure Compliance

  • Follow and support company policies and procedures as well as all local state and federal laws.
  • Always maintain confidentiality of company and customer records and information.
  • Maintain a professional image adhering to Xantrions dress code.
  • Must have an existing cell phone (running current Android or iOS).
  • If applicable Xantrion will provide a cell phone internet connection and home office equipment allowance. See the Xantrion Handbook for details.

    • When Working Remote

  • Must have a reliable high-speed internet connection that effectively supports work responsibilities including video conferencing.
  • Must have a dedicated secure and private workspace. Unless arranged by Xantrion shared work environments such as coworking spaces are unacceptable. Client information must always be kept private.
  • Must use Xantrion-provided PC and headset to execute job functions.

    • Benefits

  • Salary range$60K - $70K; depending on experience.
  • 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.

    • Xantrionis an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race color sex religion sexual orientation national origin disability genetic information pregnancy or any other protected characteristic as outlined by federal state or local employment is decidedon the basis ofqualifications merit and business needsat the time.

    Required Experience :

    Manager

    Key Skills

    Engineering Support,Law Enforcement,ABB,Information Security,Adobe Dreamweaver,Data Analysis

    Employment Type : Full-Time

    Experience : years

    Vacancy : 1

    [job_alerts.create_a_job]

    Engineer Hybrid York • New York City, New York, USA

    [internal_linking.similar_jobs]
    IT Manager, Infrastructure & Support (New York)

    IT Manager, Infrastructure & Support (New York)

    The Phoenix Group • New York, NY, US
    [job_card.part_time]
    Our client is a rapidly scaling SaaS provider operating at the forefront of cloud technology and AI infrastructure.Their platform supports enterprise customers with high availability, secure data e...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Desktop Support Engineer (New York)

    Desktop Support Engineer (New York)

    SISL Global • New York, NY, United States
    [job_card.full_time]
    Job Title : Desktop Support Engineer.Break Fix support incorporates the IT Onsite Desktop diagnosis and repair of hardware / software by replacing faulty components or configuring replacement equipme...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    System Engineer (New York)

    System Engineer (New York)

    Summit Staffing Partners • New York, NY, United States
    [job_card.full_time]
    NYC-Based Hedge Fund / Midtown Manhattan.Our client, a dynamic NYC based hedge fund / investment management firm, is seeking a System Administrator to join its in house technology team.The firm off...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Engineer, IT

    Engineer, IT

    JB&B • New York, NY, US
    [job_card.full_time]
    [filters_job_card.quick_apply]
    Join JB&B and shape the future of the built environment! Founded in 1915, Jaros, Baum & Bolles has been a pillar of engineering innovation in New York City f...[show_more]
    [last_updated.last_updated_30]
    Tier 2 Senior Support Engineer MSP (New York)

    Tier 2 Senior Support Engineer MSP (New York)

    Bowman Williams • New York, NY, United States
    [job_card.full_time]
    Tier 2 Senior Support Engineer MSP | Local Remote (NYC) | $75K$90K.If youre a well-rounded MSP engineer who values autonomy, creativity, and real flexibility, this is a rare opportunity to join a ...[show_more]
    [last_updated.last_updated_1_day] • [promoted]
    Senior Desktop Engineer (Hospital IT Support)

    Senior Desktop Engineer (Hospital IT Support)

    HTC Global Services Inc • Brooklyn, New York, United States
    [job_card.full_time]
    Knowledge, Skills & Abilities : Strong sense of urgency with the ability to prioritize and multitask in a healthcare environment. Ability to work independently while also collaborating with technical...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    IT Support Specialist - I

    IT Support Specialist - I

    Worldwide Logistics Group • Paramus, New Jersey, United States
    [job_card.full_time]
    As an IT Specialist, you’ll be a member of a growing full-service IT support team.With an amazing opportunity to learn while supporting a global workforce. Worldwide Logistics seeks an IT Specialist...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Desktop Support Engineer

    Desktop Support Engineer

    New York City Department of Investigation • Manhattan, NY, United States
    [job_card.full_time]
    The New York City Department of Investigation ("DOI") is one of the oldest law enforcement agencies in the country; its mission is to combat municipal corruption. DOI serves the people of New York C...[show_more]
    [last_updated.last_updated_30] • [promoted]
    IT Support Engineer

    IT Support Engineer

    Empower Professionals Inc • New York, New York, United States
    [job_card.full_time]
    Role : IT Support Engineer Location : New York City, NY Duration : 12+ Months.L1 / L2 support End User Support IT Support.[show_more]
    [last_updated.last_updated_variable_hours] • [promoted] • [new]
    IT Support Engineer at NYC, NY

    IT Support Engineer at NYC, NY

    Namyan LLC • New York City, NY, United States
    [job_card.full_time] +1
    [filters_job_card.quick_apply]
    Visa sponsorship not open for this position • • • • Job Title : IT Support Engineer Job Location : NYC, NY[show_more]
    [last_updated.last_updated_1_day]
    IT Support Engineer

    IT Support Engineer

    Summit Securities Group • New York, New York, United States,
    [job_card.permanent]
    [filters_job_card.quick_apply]
    Exceptional trading emerges where human intuition meets frictionless experimentation.Our platform and processes enable traders to rapidly investigate ideas, identify emergent patterns, and convert ...[show_more]
    [last_updated.last_updated_30]
    Senior Desktop Engineer (Hospital IT Support)

    Senior Desktop Engineer (Hospital IT Support)

    HTC Global Services • New York, NY, United States
    [job_card.full_time]
    Senior Desktop Engineer (Hospital IT Support).Senior Desktop Engineer (Hospital IT Support).Strong sense of urgency with the ability to prioritize and multitask in a healthcare environment.Ability ...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    IT Support Associate

    IT Support Associate

    Volunteers of America Greater New York • New York, NY, United States
    [job_card.full_time] +2
    Volunteers of America-Greater New York (VOA-Greater New York) is an anti-poverty organization working to end homelessness in the New York area by 2050. We operate over 60 programs across New York Ci...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Branch / Trade Floor Support Engineer (New York)

    Branch / Trade Floor Support Engineer (New York)

    Jefferies • New York, NY, US
    [job_card.part_time]
    Global Financial Services company who offers a full range of investment banking, equities, fixed income, asset and wealth management products and services requires an experienced Branch / Trade Flo...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    It Support Engineer

    It Support Engineer

    TEKsystems • New York, New York, United States
    [job_card.full_time] +1
    Grow Therapy is on a mission to serve as the trusted partner for therapists growing their practice, and patients accessing high-quality care. Powered by technology, we are a three-sided marketplace ...[show_more]
    [last_updated.last_updated_1_day] • [promoted]
    IT Support Engineer

    IT Support Engineer

    Contentsquare • New York, New York, United States, 10001
    [job_card.full_time]
    Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly...[show_more]
    [last_updated.last_updated_variable_days]
    Executive IT Support Engineer (New York)

    Executive IT Support Engineer (New York)

    CRH • New York, NY, United States
    [job_card.full_time]
    CRH's Americas Materials, a division of CRH, is the leading vertically integrated supplier of aggregates, asphalt, ready mixed concrete and paving and construction services in North America.Our ope...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Senior IT Engineer (Collaboration Tools)

    Senior IT Engineer (Collaboration Tools)

    Headway • New York, NY, United States
    [job_card.full_time]
    New York, New York, United States; San Francisco, California, United States; Seattle, Washington, United States.Headway’s mission is a big one – to build a new mental health care system everyone ca...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]