Xtium

Role Description The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential. Key Responsibilities - Patch Management Operations - Execute recurring patching activities across Windows endpoints and servers, including scan/remediation, deployment scheduling, maintenance windows, and post-deployment validation. - Review patch applicability, stage approved deployments, coordinate outage windows, and execute patching activities with appropriate rollback and risk considerations. - Troubleshoot patch deployment failures, including agent health, detection issues, missing prerequisites, content/download issues, reboot handling, and deployment timing. - Produce patch and compliance reporting for internal teams and customers, including compliance status, exceptions, overdue items, failed deployments, and remediation plans. - Maintain documentation and knowledge articles for repeatable patch operations, known issues, and customer-specific procedures. - RMM / Endpoint Tooling Support - Operate within RMM and endpoint management platforms to support patch deployment, agent health, device targeting, reporting, and remediation workflows. - Deploy, manage, and support RMM agents and related endpoint management tooling across Windows environments. - Support agent deployment and validation using tools such as Microsoft Intune, Active Directory, and group-based targeting methods. - Troubleshoot common endpoint tooling issues, including agent installation failures, policy conflicts, enrollment state, permissions issues, and device targeting problems. - Maintain sufficient working knowledge of Intune and AD to support endpoint management and patching operations. - Process, Governance, and Collaboration - Participate in change management processes to plan and execute patch events with minimal service disruption. - Coordinate patch schedules, customer maintenance windows, stakeholder notifications, validation steps, and post-change reporting. - Work with security, vulnerability management, and operations teams on prioritized remediation, risk-based patching, exceptions, and escalations. - Support continuous improvement by helping standardize patch rings, reduce deployment failure rates, improve reporting accuracy, and streamline operational runbooks. - Document work clearly in tickets, change records, customer notes, and internal procedures. Qualifications - Hands-on experience administering endpoint and/or server patch management in an enterprise or managed services environment. - Experience using RMM or endpoint management platforms for patch deployment, agent health validation, compliance reporting, and remediation workflows; N-able experience is strongly preferred. - Working knowledge of Windows patching concepts, including monthly patch cycles, cumulative updates, reboots, maintenance windows, supersedence, failed update remediation, and vulnerability-driven patching. - Experience troubleshooting patching failures across endpoints and servers. - Ability to analyze patch compliance data and develop remediation plans for non-compliant systems. - Working knowledge of change management processes and executing maintenance activities within approved windows. - Basic-to-intermediate Active Directory experience related to device/user targeting, group membership, OU/GPO awareness, and deployment support. - Basic-to-intermediate Microsoft Intune experience related to app deployment, enrollment state, assignment validation, and basic troubleshooting. - Strong operational discipline, including documentation, change control, communication, and execution of work in controlled maintenance windows. Preferred Qualifications - 2 to 4 years of experience with Nable patching operations. - Experience with other RMM or patching platforms such as NinjaOne, Kaseya, SCCM/MECM, or Automox. - Linux patching experience, including package managers, repository configuration, kernel updates, agent updates, and reboot coordination. - Experience working with ITSM platforms for incidents, changes, tasks, approvals, and audit evidence. - Familiarity with patch strategy concepts such as patch rings, pilot groups, phased rollout, exception handling, and compliance reporting. - Experience supporting managed services customers or multi-tenant operational environments. Core Competencies - Patch operations execution excellence: precise, repeatable, and low-error execution. - Strong troubleshooting and root-cause analysis skills. - Clear written and verbal communication. - Customer and service mindset. - Security-minded approach to vulnerability remediation, least privilege, and audit readiness. - Ability to follow documented processes while identifying opportunities to improve them. Remote

Role Description As a Support Specialist, ESD you will play a critical role in providing first-line technical support to our client end-users. This includes resolving a wide range of IT issues, such as: - Hardware and software troubleshooting - Account management - Password resets You will provide prompt and courteous assistance via phone, email, and chat. Additionally, you will: - Utilize and contribute to the internal knowledge base - Escalate complex issues to higher-level support when necessary - Participate in team training and development initiatives Your goal is to enhance your performance, technical skills, and contribute to providing a “white glove” customer experience. Qualifications - 2+ years of service desk experience in an MSP environment - Excellent verbal and written communication skills - Strong interpersonal skills - Excellent problem-solving and analytical skills - Customer-centric approach with a focus on service excellence - Ability to work effectively under pressure and manage multiple priorities - Continuous improvement mindset - Incident and request management experience - Must be a team player and collaborative - Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365 - MAC OS knowledge would be a plus, but not a hard requirement - Familiarity with IT Service Management concepts, practices, and procedures - Strong ITIL knowledge or certification preferred - Technical Certifications: CompTIA, A+, MSCE are a plus - Experience using ServiceNow ticketing system is preferred - Experience using remote assistance tools - Excellent time management skills - A bachelor’s degree or equivalent in Computer Science, Information Systems, or related field - Strong technical background - Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment - Native-level Spanish skills is a plus Requirements - Provide customer end user technical support via phone, email, chat, and self-service portals - Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications - Assist end users with password resets, account unlocks, and access requests - Provide remote assistance when applicable - Troubleshoot network connectivity issues (e.g., internet access, VPN connections) - Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system - Escalate complex issues to higher-level support teams when necessary - Adhere to service level agreements (SLAs) and meet performance targets - Utilize the internal knowledge base to resolve common issues and improve efficiency - Drive customer satisfaction through proactive communication and first call resolution - Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude - Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps Benefits - Competitive salary range: $20/hr - $24/hr - Compensation may vary based on qualifications, skills, competencies, experience, and location - Med/Dental/FSA/401(k)/Flexible benefits - Paid Time Off

Role Description The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential. Essential Job Functions: - Develop and direct credit/collections business processes. - Develop and implement credit and collections business processes to drive efficiency, improve cash flow, and reduce delinquency rates. - Establish a structured cadence for routine customer outreach, including reminder emails, collection calls, and service suspension notifications for accounts with balances outstanding over 60 days. - Process all accounts receivable transactions accurately and timely within the ERP system, ensuring proper coding, application, and reconciliation. - Collaborate closely with Sales and Operations teams to resolve collection barriers, align on customer account strategies, and ensure a unified customer communication approach. - Identify and provide practical solutions to client issues related to accounts receivable, including disputes, misapplied payments, and credit limits. - Maintain and regularly update the customer database, ensuring contact information, account details, and credit terms are current and accurate. - Conduct diligent and proactive follow-ups through email and phone to ensure timely payments and maintain professional relationships with customers. - Prepare accurate weekly and monthly reports, including cash receipts summaries and cash forecast reports, for senior management with clear, data-driven insights. - Compile and maintain a centralized document repository, keeping organized records of all customer communications, transactions, disputes, and resolutions for audit readiness and transparency. Qualifications - Proven expertise in Accounts Receivable and Collections, with a strong understanding of aging reports, DSO, and credit-to-cash cycles. - Strong reporting skills, with the ability to analyze trends, prepare dashboards, and present actionable insights to management. - Experience in staff management, including coaching, mentoring, and training team members to achieve departmental goals. - Hands-on experience with customer credit evaluation and authorization, ensuring compliance with company credit policies and risk tolerance. - Proficiency in cash application processes, including payment matching, unapplied cash resolution, and reconciliation activities. - Excellent written and verbal communication skills, with the ability to interact professionally with internal teams and external customers. - Advanced Microsoft Excel skills, including VLOOKUP, pivot tables, and data analysis functions. - Strong numerical and analytical skills, with attention to detail and accuracy in financial data processing. Remote

Role Description The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential. - Design and Implement Azure Cloud Solutions - Develop end-to-end Azure solutions that meet business, performance, and security objectives. - Align architectural designs with enterprise standards and operational requirements. - Ensure scalability, availability, and reliability across deployed cloud services. - Architect Cloud-Native and Hybrid Applications - Design and deploy applications using Azure PaaS, IaaS, and SaaS offerings. - Integrate on-premises and cloud systems to support hybrid environments. - Apply modern application architecture principles, including microservices and containers. - Ensure Security, Compliance, and Governance - Implement Azure Policy, RBAC, and identity management using Azure AD or Entra ID. - Enforce compliance frameworks and data protection standards. - Apply zero-trust principles and proactive threat mitigation strategies. - Evaluate and Integrate Third-Party Tools - Assess and select compatible third-party services to enhance Azure capabilities. - Integrate managed services and marketplace solutions into Azure ecosystems. - Ensure compatibility, scalability, and security of integrated solutions. - Lead Cloud Migration Projects - Plan and execute cloud migration strategies from assessment to implementation. - Manage migration timelines, risk assessments, and resource coordination. - Ensure minimal disruption to operations during migration activities. - Lead multi-cloud tenant migrations into Azure tenants. - Stay Current with Azure Innovations - Continuously research and adopt emerging Azure technologies and tools. - Align architectural decisions with the latest Microsoft and industry best practices. - Participate in Azure community discussions, certifications, and events to maintain expertise. Company Description

Role Description At XTIUM, we don’t just build IT solutions—we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You’ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you’re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. The role supports the sales and account management function by assisting in the preparation of proposals, generating quotes, and managing renewals for clients and prospects. It involves direct interaction with customers to address inquiries, provide relevant information, and ensure a high level of service. The role includes: - Coordinating with vendors to obtain pricing and availability details - Managing deal registrations (including Cisco CCW) - Maintaining accurate sales data in systems like Salesforce - Supporting the order lifecycle by processing purchase orders, closing opportunities, and ensuring smooth handoff to order processing Qualifications - Excellent and clear communication skills, oral and written - Strong customer service orientation - Knowledge of and/or experience with hardware, software technologies, and managed services - Strong working knowledge of Microsoft Excel, Word, and Outlook - Experience with SalesForce.com - Experience with Cisco CCW/CCWR and SAAS - Experience working with distribution partners - Excellent organizational and follow-up skills required - Minimum 5+ years experience in a similar role - Excellent problem-solving skills - Team player and collaborative personality - Ability to work independently and establish priorities Requirements - Assist account managers in producing sales proposals for clients and prospects - Provide direct customer service to XTIUM accounts as necessary - Answer client and prospect inquiries - Prepare renewal quotes for manufacturers and OEM renewals like Cisco and Microsoft - Proficient in CCW tool and deal registration for Cisco - Collect pricing from distribution channels, vendors, and/or subcontractors - Check on product availability and lead times - Assist with data entry and day-to-day maintenance of sales activity tracking system - Provide informational materials to clients and prospects - Register deals with manufacturers - Other administrative duties as required Benefits - Competitive salary range: $24.00/hr - $31.25/hr for base salary plus additional variable compensation - Compensation may vary depending on qualifications, skills, competencies, experience, and location - Med/Dental/FSA/401(k)/Flexible benefits - Paid Time Off Company Description XTIUM is an equal opportunity employer. Remote

The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential. Job Description: About the Role The Director, IT Service Desk and General Manager, India Operations is a senior leadership role with dual responsibilities: overseeing global IT support and leading the operational management of the India entity. IT Service Desk Leadership: Responsible for global IT support operations, ensuring high‑quality end‑user services, efficient incident resolution, and a strong user experience. This role provides strategic direction, operational leadership, and continuous improvement aligned with enterprise IT strategy. General Manager, India Operations: Oversees the India entity’s leadership, governance, compliance, financial management, and day‑to‑day operations. Ensures adherence to local regulations, corporate policies, and financial standards while supporting business growth and operational efficiency. What You Will Do IT Service Desk Leader - Establish service standards, SLAs, KPIs, and governance models. - Drive a customer-centric support culture across service teams. - Ensure efficient handling of incidents, service requests, problem management, and escalations. - Implement best practices in IT Service Management (ITSM). - Ensure strong governance across Incident, Problem, Change, and Request Management. - Maintain compliance with ITIL frameworks and service management standards. - Monitor CSAT, NPS, and service metrics. - Implement proactive support models and shift-left strategies. - Introduce AI-based service desk solutions, chatbots, and knowledge management systems. - Lead transformation initiatives including automation, AI-enabled support, and self-service adoption, service optimization. - Lead and develop large global service desk teams. - Manage service desk budgets, cost optimization, and financial planning. - Track and report operational performance metrics. - Identify opportunities for cost reduction through automation and process improvement. Country Leadership & Governance - Provide overall leadership and governance for the India operations. - Ensure alignment with corporate strategy, compliance requirements, and operational standards. - Facilitate regular governance reviews and leadership connects with global teams. - Enable leadership development and succession planning. - Manage board-related matters and documentation. - Ensure compliance with corporate governance standards. - Oversee and ensure compliance with financial operations including: Accounts Payable (AP), Accounts Receivable (AR), MIS reporting, TDS and related tax compliance, Inward remittances, payment processing and Periodic financial statements - Ensure timely completion and reporting of all statutory and regulatory requirements - Ensure compliance with local statutory regulations and reporting requirements. - Collaborate with consultants and advisors for regulatory matters. - Ensure implementation and compliance with corporate policies. - Serve as the primary India representative and oversee operational infrastructure. - Maintain year-wise records and documentation related to India operations. - Ensure proper archiving of compliance, financial, regulatory, and operational records. Preferred Qualifications - 20+ years of IT experience - Experience managing global support operations - 15+ years leading large service desk or IT support organizations - Experience managing country operations or business unit leadership - Strong understanding of Indian statutory, corporate regulations, governance - Background in finance, operations, or business leadership - Strong risk management and regulatory awareness

The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential. Job Description:

The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential. Job Description: Remote

The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential. Job Description: At XTIUM, we don’t just build IT solutions—we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You’ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you’re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we’re looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you’re ready to contribute and help shape the future, XTIUM is the place for you. About the Team: XTIUM’s 24/7 global Enterprise Service Desk is a collaborative team of IT professionals dedicated to providing exceptional end user technical support. We are striving to be more than just a high performing service desk, but relentlessly seeking to deliver a premium, customer-centric service offering unlike any other, resulting in seamless issue resolution, hospitality focused customer experience, and customers who evangelize the XTIUM brand and offering. We are unapologetically pushing the boundaries on what an Enterprise Service Desk can do to transform the digital transformation experience for end users. About the Role: As a Service Desk Technician, you will play a critical role in providing first-line technical support to our client end-users. This includes resolving a wide range of IT issues, such as hardware and software troubleshooting, account management, and password resets, while providing prompt and courteous assistance via phone, email, and chat. You will utilize and contribute to the internal knowledge base to resolve common issues efficiently and escalate complex issues to higher-level support when necessary. Additionally, you will actively participate in team training and development initiatives to enhance your performance, technical skills, and contribute to providing a “white glove” customer experience. Job Responsibilities: - Provide customer end user technical support via phone, email, chat, and self-service portals - Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications - Assist end users with password resets, account unlocks, and access requests - Provide remote assistance when applicable - Troubleshoot network connectivity issues (e.g., internet access, VPN connections) - Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system - Escalate complex issues to higher-level support teams when necessary - Adhere to service level agreements (SLAs) and meet performance targets - Utilize the internal knowledge base to resolve common issues and improve efficiency - Drive customer satisfaction through proactive communication and first call resolution - Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude - Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps Job Qualifications: - 2+ years of service desk experience in an MSP environment - Excellent verbal and written communication skills - Strong interpersonal skills - Excellent problem-solving and analytical skills - Customer-centric approach with a focus on service excellence - Ability to work effectively under pressure and manage multiple priorities - Continuous improvement mindset - Incident and request management experience - Must be a team player and collaborative. - Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365. MAC OS knowledge would be a plus, but not a hard requirement. - Familiarity with IT Service Management concepts, practices, and procedures. Strong ITIL knowledge or certification preferred - Technical Certifications: CompTIA, A+, MSCE are a plus - Experience using ServiceNow ticketing system is preferred - Experience using remote assistance tools - Excellent time management skills - A bachelor’s degree or equivalent in Computer Science, Information Systems, or related field - Strong technical background - Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment - Native-level Spanish skills is a plus The salary range for this position is $20/hr - $25/hr. Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies, experience, and location. We offer a competitive benefits package with Med/Dental/FSA/401(k)/Flexible Paid Time Off. XTIUM is an equal opportunity employer. Remote

Role Description We are looking for an experienced Senior Network & Security Engineer to join our global network infrastructure team. This role manages network operations and security for a cloud service provider with five data centers in the United States. It supports multi-tenant cloud environments, including firewalls, VPNs, and secure connectivity between cloud platforms and customer on-prem networks. What You’ll Do - Firewall and Security Management - Deploy and manage multi-tenant firewalls using Cisco ASA, Cisco FTD, and Fortinet - Operate large virtual firewall environments, including 200+ Cisco ASAv instances - Design, configure, and troubleshoot IPSec Site-to-Site and Remote Access VPNs - Support secure VPN connectivity for customers between cloud and on-prem systems - Configure NAT, access control lists (ACLs), security rules, and network segmentation - Data Center Network Operations - Manage daily network operations across multiple data centers - Operate Layer 2 and Layer 3 networks with high-availability designs - Manage core and access switching using Cisco Nexus 9000 and vPC - Maintain inter-data center connectivity using MP-BGP and MPLS L2/L3 VPNs - Manage multiple 10G+ internet links with BGP peering across different ISPs - Support and maintain Cisco ASR, Nexus, and Catalyst platforms - Troubleshoot packet loss, latency, routing, VPN, and L2/L3 issues - Perform system upgrades, patching, and lifecycle management - Work with ISPs and MPLS providers for connectivity issues and escalations Qualifications - 10+ years of hands-on experience in cloud, enterprise or service provider networks - Deep experience with firewalls: Cisco ASA, Firepower/FTD, Fortinet FortiGate - Experience with high-end Cisco platforms: ASR, Nexus 9000, Catalyst - Strong knowledge of routing & switching fundamentals and advanced protocols: BGP, OSPF, EIGRP, STP, VLANs, MPLS services - Strong communication and collaboration skills, especially with global teams Education & Certifications (Preferred) - Degree in Computer Science, Engineering, or related field Benefits - Work with cutting-edge enterprise and cloud technologies - Collaborate with global teams and diverse environments - Contribute to high-impact projects with significant technical depth