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.
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