Xantrion

• Provide front line phone coverage, and participate in various call center groups. • Provide on-site assistance to clients within your local geography, if applicable. • Provide excellent customer service to Xantrion’s 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.

• Provide the best possible support and customer service to our clients. • Handle requests submitted by customers, typically by phone. • Ensure timely resolution of requests based on priority. • Provide front line phone coverage and participate in various call center groups. • Provide technical support for issues related to computer systems, software, and hardware. • Log and track support requests in ConnectWise. • Brief customers on the status of current resolution efforts. • Follow up with customers to ensure issues have been resolved.

• Provide the best possible support and customer service to our clients. • Handle requests submitted by customers, prioritizing and escalating tickets as required. • Log and track support requests in ConnectWise, providing follow-up to ensure issues are resolved. • Submit semi-monthly timesheet and expense reports. • Participate in various call center groups and provide on-site assistance as needed. • Perform audits of customer information and systems as necessary.

• Answer high volume incoming calls and chat requests from our call center. • Identify incoming service requests within ConnectWise Triage board and remove unwanted SPAM. • Perform ticket triage by clarifying and updating fields within tickets to ensure technicians can quickly and accurately gauge the scope of the service requests. • Schedule tickets to the most appropriate resources based on urgency, availability, and technician skill level. • Adhere to internal security policies by seeking approval for access changes in service requests from client’s IT liaison in writing, where appropriate. • Set client expectations regarding the availability of resources for tickets that come into the service board and tickets that require dispatching. • Maintain an awareness of trends in client’s service requests and alert service managers or primary consultants to recurring issues, particularly when problems reported may be indicative of a larger issue. • Assist with low level tickets such as password reset requests and group membership changes. • Make outbound phone calls on positively rated tickets and request they convert to positive reviews on Google. • Forecast workload for support staff, including weekend and after-hour work, to assist with scheduling and escalating work. • Prepare resource schedules for helpdesk coverage, escalation engineers, on-call resources, departmental shadowing, and team meetings. • Update client information (i.e. client engineer assignments, primary liaisons, etc.), as needed. • Periodically review open requests and verify their status, proper client agreements are selected, and a resource is assigned.

Title: IT Support Engineer I (Hybrid - Central Coast California) Location: Morgan Hill, CA Department: Xantrion Job Description: If you’re looking to learn from a winning information technology team and receive outstanding benefits that support your family- while working for a company that takes a people-first approach to business, we invite you to explore our IT support engineer position. - This is a hybrid position that requires traveling to and working at client locations in and around the Central Coast (Morgan Hill, Gilroy, Salinas, Monterey, and Santa Cruz areas). - Bilingual (English/Spanish) required. 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 customer’s 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 Xantrion’s 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 Xantrion’s 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 - Bachelor’s degree from a four-year university or equivalent experience. - Technical certificates are a plus. Knowledge & Experience - Minimum of 3 years 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. - Bilingual (English/Spanish) required. 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, prioritizing and 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 Xantrion’s Office: Willingness and ability to travel to Xantrion's 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 Xantrion’s 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. Xantrion is 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 laws. All employment is decided on the basis of qualifications, merit, and business needs at the time.

• Manage high-volume recruiting efforts for IT support and field technician roles • Post and maintain job ads on various external job boards • Review resumes and conduct initial video screenings • Coordinate interviews with hiring managers and maintain candidate communication throughout the process • Support offer and onboarding process • Ensure a positive candidate experience and timely follow-up for all candidates • Build and maintain candidate pipelines for recurring IT support positions through sourcing strategies in LinkedIn, Indeed, etc. • Manage candidate databases (including tracking and initiating follow-ups) with the regular use of our internal ATS system. • Develop, nurture and maintain relationships with the candidate pool for current and future opportunities • Communicate continuously with the recruiting team and hiring managers • Identify areas of improvement and adapt to new technologies • Partner with Recruiting team and Hiring Managers to understand hiring priorities and staffing needs • Complete any additional tasks as assigned

Role Description If you are an experienced client service representative who likes a fast-paced environment and has experience providing services in person, we invite you to explore our Dispatcher position. Work from home and receive outstanding benefits that support your family while working for a company that takes a people-first approach to business. This is a remote role working from home within the United States. Shift: Monday - Friday, 10 AM - 7 PM PST. The overall occupational objective of a Dispatcher is to provide support in coordinating workflow for Service Desk technicians and engineers who, in turn, provide service to our clients. Qualifications - High school diploma or equivalent. - Minimum of 2 years in customer service, dispatching, project management, or equivalent combination of education and experience. - Customer service experience in a call center, dispatch center, or telecommunications organization is a plus. - Previous MSP dispatch and/or coordination experience is highly desired. - Experience with ConnectWise or similar ticketing systems is highly desired. - Ability to quickly and accurately determine incident scope and impact. - Demonstrable competency in use of MS Office products: - Outlook – high level for e-mail and organizational tracking tasks - Excel / Word – intermediate skill - Ability to multitask with an appropriate sense of urgency. - Superior customer service and communication skills, both written and verbal. - Efficient time management skills. - Superior documentation and follow-up skills. - Spanish bilingual skills are highly preferred. Requirements - Answer high volume incoming calls and chat requests from our call center. - Identify incoming service requests within ConnectWise Triage board and remove unwanted SPAM. - Perform ticket triage by clarifying and updating fields within tickets to ensure technicians can quickly and accurately gauge the scope of the service requests. - Schedule tickets to the most appropriate resources based on urgency, availability, and technician skill level. - Adhere to internal security policies by seeking approval for access changes in service requests from client’s IT liaison in writing, where appropriate. - Set client expectations regarding the availability of resources for tickets that come into the service board and tickets that require dispatching. - Maintain an awareness of trends in client’s service requests and alert service managers or primary consultants to recurring issues, particularly when problems reported may be indicative of a larger issue. - Assist with low level tickets such as password reset requests and group membership changes. - Make outbound phone calls on positively rated tickets and request they convert to positive reviews on Google. - Forecast workload for support staff, including weekend and after-hour work, to assist with scheduling and escalating work. - Prepare resource schedules for helpdesk coverage, escalation engineers, on-call resources, departmental shadowing, and team meetings. - Update client information (i.e. client engineer assignments, primary liaisons, etc.), as needed. - Periodically review open requests and verify their status, proper client agreements are selected, and a resource is assigned. Benefits - Salary range $45,000 - $50,000/year, depending on experience. - 100% of medical, dental, and vision for you and your family. - 401K with company match up to 4% of salary. - Certification and training reimbursement. - 17 days/year PTO (in addition to training allowance). - Bonuses for referring new clients or employees.

• Act primarily independently to source and cultivate new prospective clients • Work collaboratively with the sales team to develop prospect value propositions, solutions, pricing, and sales materials as well as close deals • Transition prospect relationships to assigned support team once the services contract is signed by a prospect • Attend required training • Develop a pipeline of business equivalent to 4-5 times annual quota through pursuit of marketing leads, networking, partner referrals, personal contacts, LinkedIn activity and events • Identify and build relationships with key referral partners • Cultivate pipeline via calls, emails, LinkedIn activity and events • Schedule appointments with prospective customers to understand their IT needs • Plan and conduct high-impact sales presentations for prospects • Coordinate sales effort, solutions and pricing with the sales team • Maintain a professional attitude in adverse situations with prospects