Success Support Specialist (IT Support)

Success Support Specialist (IT Support)

Who We Are

xGen is a Nashville-based IT services company delivering enterprise-grade advisory, professional, managed IT, and cybersecurity services to small and mid-sized organizations.

“Your friendly neighborhood nerds” captures who we are and how we operate:

• With integrity
• In neighborly fashion
• Earning trust and loyalty every day

We’re nerds. We’re simple. We’re straight shooters and servant leaders who won’t budge on being honest, transparent, and delivering exceptional value through our service.

Technology matters, but people come first. Our customers trust us with a critical part of their businesses, and we take that responsibility seriously while still being great humans to work with.

The Role

As a Success Support Specialist, you’ll be part of the front line of xGen’s managed services team, helping our customers solve technology problems and keep their businesses moving.

You’ll support a variety of customer environments and technologies, including Microsoft 365, Windows and macOS devices, cloud services, networking, security tools, and business applications.

This role is about more than closing tickets. You’ll take ownership of customer issues, troubleshoot and resolve problems whenever possible, communicate clearly throughout the process, document your work, and collaborate with the rest of the xGen team when an issue needs to be escalated.

We don’t expect you to know everything on day one. We’re looking for someone with a solid technical foundation, strong troubleshooting instincts, excellent communication skills, and the curiosity and drive to continue learning.

What You’ll Do

Customer Support & Troubleshooting

• Respond to customer support requests through our ticketing system, phone, email, and remote support tools.
• Troubleshoot Windows and macOS computers, applications, printers, peripherals, and other end-user technology.
• Diagnose common connectivity, Wi-Fi, VPN, remote access, and basic network-related issues.
• Support users both remotely and in person when needed.
• Communicate clearly with customers throughout the troubleshooting process and keep them informed of progress and next steps.
• Work to minimize downtime and make the support experience as simple and stress-free as possible.

Microsoft 365 & User Administration

• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Assist with creating, modifying, and disabling user accounts.
• Support licensing, groups, shared mailboxes, permissions, and access requests.
• Assist with employee onboarding and offboarding.
• Troubleshoot password, authentication, MFA, and account access issues.
• Assist with Microsoft Entra ID and other cloud identity-related tasks.

Endpoint & Device Support

• Configure and deploy desktops and laptops for customers.
• Install, configure, and troubleshoot applications, updates, drivers, and peripherals.
• Assist with device enrollment, endpoint management, patching, and security tools.
• Support workstation replacements, migrations, and new user setups.
• Troubleshoot device performance, software, and compatibility issues.

Security Support

Security is part of every role at xGen.

• Assist customers with MFA, authentication, endpoint security, and other security-related issues.
• Help users identify and appropriately respond to suspicious emails and potential phishing attempts.
• Follow established security procedures when handling accounts, permissions, customer data, and devices.
• Recognize potential security concerns and escalate them appropriately.
• Help ensure customer systems remain protected while maintaining a good end-user experience.

Ticket Ownership & Documentation

• Take ownership of assigned support requests and drive them toward resolution.
• Accurately document troubleshooting steps, findings, changes, and resolutions.
• Maintain clear and current ticket notes and customer communication.
• Recognize when an issue should be escalated and provide the next team member with useful context and documentation.
• Contribute to internal documentation, procedures, and knowledge-base articles.

Teamwork & Growth

• Collaborate with other xGen team members to solve customer issues.
• Share knowledge and troubleshooting techniques with the team.
• Ask questions and seek help when needed.
• Continue developing technical skills across the technologies used by our customers.
• Identify recurring problems and opportunities to improve the customer experience.
• Contribute to a culture where ownership, communication, learning, and helping each other are expected.

What We’re Looking For

You don’t need to check every box. We’re looking for someone with the right foundation, attitude, and ability to grow.

Technical Foundation

• Familiarity with Microsoft Windows and general desktop troubleshooting.
• Working knowledge of Microsoft 365 applications such as Outlook, Teams, OneDrive, Word, and Excel.
• Basic understanding of networking concepts including IP addressing, DNS, DHCP, Wi-Fi, and VPN.
• Comfort troubleshooting computers, software, peripherals, and user access issues.
• General understanding of account management, passwords, permissions, and authentication.

What Matters Just as Much

• Excellent communication and customer service skills.
• A genuine desire to help people.
• Strong troubleshooting and problem-solving instincts.
• The ability to work through problems logically and ask good questions.
• Curiosity and a willingness to learn.
• Attention to detail and strong documentation habits.
• The ability to manage multiple requests and priorities.
• Accountability and willingness to take ownership of an issue.
• The judgment to know when to continue troubleshooting and when to escalate.
• Dependability and the ability to work effectively as part of a team.
• The ability to explain technical issues in a way that makes sense to non-technical users.

Nice to Have, But Not Required

• Microsoft 365 administration experience.
• Microsoft Entra ID experience.
• Microsoft Intune or other endpoint management experience.
• macOS support experience.
• Previous help desk, MSP, internship, or technical support experience.
• Familiarity with ticketing or remote support platforms.
• CompTIA A+, Network+, Microsoft Fundamentals, or similar certifications.

Why xGen?

We’re growing by taking the time to make sure each customer feels like the most important person on the planet.

That means removing technology-related stress as quickly and proactively as possible and freeing our customers to focus on building their businesses instead of fixing IT.

For our team, it means the opportunity to work with a broad range of technologies, learn from experienced engineers, develop new skills, and build a career in IT rather than simply working through a queue of support tickets.

If you enjoy solving problems, helping people, learning new technology, and being part of a team that takes both service and relationships seriously, we’d love to meet you.

Throw your hat in.

Industry: IT Services and IT Consulting

Employment Type: Full-time

Location: On-site in Franklin, Tennessee