Hosted Services Consultant II

Role Objective

The Consultant Level 2 is a highly motivated, personable, flexible, highly experienced professional IT team member that facilitates the technical support requests placed by our clients. The Level 2 Consultant is responsible for managing the day to day support requests of managed services clients, working on escalated tickets, assisting their peers with any service requests that aren’t assigned, and impromptu training of the Level 1 consultants. The position focuses on all tickets on their assigned board and has an enthusiastic commitment to delivering world-class technology solutions and the highest levels of customer service.  Ultimately, your efforts will be essential in providing a positive experience for our clients as they need technical support.

As a Consultant level 2, your role in the Xcentric organization will be to provide an extremely high level of service to our clients.  Ultimately, your efforts will be essential in providing a positive experience for our clients as they need technical support.  A Consultant Level 2 will:

  • Ensure a positive client experience and high client satisfaction
  • Be Involved in the day-to-day functions of Xcentric technical support
  • Be responsible for having an in depth understanding of the Xcentric procedures and processes
  • Maintain queues at all times
  • Assist in further development of Xcentric’s help desk methodologies and procedures

Essential Functions

  • Day-to-day support activities including participation in ticket resolution
  • Responsible for responding to tickets, troubleshooting issues through to a resolution, and/or escalating tickets as needed, all while following all documented procedures
  • Maintain an in-depth knowledge and understanding of Xcentric technologies, hosted applications, and services
  • Manage multiple tickets at one time
  • Function as Primary Support Engineer for Managed service clients and act as an escalation point for cloud tickets
  • Assist in developing documentation, knowledgebase and best practice guides
  • Communicate highly technical information to both technical and non-technical users
  • Provide advanced technical support to Xcentric’s cloud servers, applications, and managed workstations
  • Assume role as a liaison between product vendor support and hosted client
  • Instill client confidence in Xcentric’s infrastructure, processes, and personnel
  • Go onsite for client relationship and trust building
  • Provide On-Call after hours support on a rotating schedule with other Consultants
  • Provide assistance to the project team by completing assigned tasks and supporting onsite resources
  • Participate in the onsite portion of a project as needed
  • Provide feedback to the Project Manager for any process during the onboarding that needs improvement
  • Assist other departments as needed
  • Complete special projects and tasks assigned by management

Skill Requirements

  • Either MCP, CCA Certification, or equivalent  is required
  • Excellent knowledge of MIS objectives and strategies
  • Excellent communication, time management, decision making, presentation, and organization skills
  • Able to provide technical assistance to the Xcentric client-base
  • Ability and desire to learn Xcentric processes and technologies
  • Knowledge of the accounting industry, as it relates to the services and products offered by Xcentric is desired
  • Competency in various technologies such as Citrix, Microsoft, Dell, Network Monitoring systems, etc.


  • Highschool Diploma or GED
  • Bachelors degree in Business or Computer Science preferred


Apply Now
Hosted Services
Alpharetta, GA or Bozeman, MT


About Xcentric

Xcentric is a fast growing company that has taken the lead in the exciting field of technology solutions for CPA firms. We work hard, but we're passionate about what we do, and we have fun doing it.
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