Production Lead (Issaquah)

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.