We’re growing, and in need of an Customer Support Engineer who is skilled at providing excellent customer service and technical expertise to small- and medium-sized business environments. A qualified candidate will provide systems analysis, troubleshooting, IT consulting and technical support to multiple clients primarily by telephone and remote access from our support center. Occasional on-site support is also required.
ABOUT US
Xogenous is a full-service IT Managed Services Provider based in Carson City, NV. We primarily serve small- to medium-sized businesses and government agencies in Northern Nevada and California. We're a 10-year-old profitable company staffed by bright, talented people with a passion for exemplary customer service. We offer competitive benefits and an appropriately paced environment that gives our employees a highly dynamic and ever-changing position in the technology sector.
ABOUT YOU
We want to start a conversation if you have these three skills and qualifications:
1. Three or more years of experience in IT support. Relevant industry experience is a plus.
2. Knowledge of IT best practices.
3. College degree and/or industry certifications preferred but not required.
ABOUT THE JOB
Provide network and server administration, and IT consultation to multiple clients.
Understand client business needs and identify outstanding issues within existing infrastructure.
Recommend well-researched solutions to make client operations more efficient.
Address client needs with appropriate urgency.
Communicate with co-workers and clients to ensure service level expectations are met and exceeded.
Use a ticket-based incident management system to track and document resolutions to issues and projects.
Provide 24/7 on-call support for the environment when required.
ABOUT THE SKILLS YOU NEED
Workstation administration, installation, configuration and troubleshooting.
Server administration, configuration and troubleshooting. (optional and helpful)
Popular virtualization technologies such as VMWare and Hyper-V. (optional and helpful)
Switch installation, configuration and troubleshooting. (optional and helpful)
Router installation, configuration and troubleshooting as well as associated WAN technologies. (optional and helpful)
Firewall support. (optional and helpful)
Ability to use an online trouble-ticketing system.
Produce appropriate documentation for configuration changes and related processes.
Strong verbal, written and telephone skills.