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Service Desk Engineer

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WHY WE NEED YOU

We are on a mission to transform the accounting industry by providing the best, most advanced cloud technology solutions and service. Our company has grown in recognition over 15 years, often receiving many industry awards, and with that has come massive growth. We need smart, hard-working, caring, ambitious talent to keep up with our growth and to figure out better ways to solve new technical challenges.

ABOUT YOU

  • You love technology and helping others use it
  • You are amazing at troubleshooting problems
  • You are a jack-of-all-trades and a master of a few
  • You can wear many hats and quickly shift gears from one kind of problem to the next
  • You can easily communicate tech to non-technical people with a soft touch
  • You have experience in customer service and can stay calm and collected under pressure
  • You are self-driven and absolutely love to learn
  • You are talented at managing expectations and your time
  • You love collaborating across teams and are personable, helpful, and incredibly detailed
  • You have a degree in IT, certifications, and/or experience in technical support
  • You have competency in various technologies such as Citrix, Microsoft, Active Directory, Network Monitoring systems, etc

WHAT YOU WILL DO

You will work on a team to provide excellent technical support of our cloud products and services. You will have primary clients that you manage and build relationships with. Your goal is to build a strong reputation among your clients of effective troubleshooting and exceptional customer service.  You will also assist your teammates in resolving issues that come up with their clients.

Most of the support you provide is done remotely through chat, email, phone, and remoting in. The problems you will solve will look different daily and will take anywhere from a few minutes to a few hours to solve. On a typical day, you will solve about eight client requests. If you like earning miles, there is optional travel to go onsite to support clients around the country. Specifically, you will:

  • Provide advanced technical support to Xcentric’s cloud servers, hosted applications, and managed workstations
  • Problem solve issues related to servers, connectivity, networking, printers, applications, virtualization, security and directory services  
  • Complete special projects and tasks assigned by management
  • Go onsite for client relationship and trust building
  • Assist in developing documentation, knowledgebase and best practice guides
  • Ensure a positive client experience and high client satisfaction

BENEFITS AND PERKS

  • Competitive Salary
  • Comprehensive medical, vision, and dental healthcare coverage
  • Flexibility to work from home
  • Progressive personal time-off policy
  • 11 paid holidays annually
  • Paid volunteer week – Pick your favorite place to serve and give back
  • 401k Plan with company match
  • Personal training reimbursement program
  • Basic life insurance at no cost to you
  • Casual dress code
  • Office ping pong and shuffleboard tables
  • Fun company events
  • Office snacks
  • Normal office hours

APPLY

 

 

Department
Hosted Services
Location
Alpharetta, GA or Bozeman, MT
Travel
Limited 10-15%
Work Shift
Depends on office location

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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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