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About the Role
Xterra Solutions, Inc. is seeking an IT Field Technician Level 2 to support daily IT operations, handling tasks from password resets to escalating outage issues. This role offers significant growth opportunities by exposing you to diverse technologies across various client businesses, directly impacting client success.
Responsibilities
- Provide level 2 systems & desktop support
- Work with RMM system to identify, prioritize, resolve problems, and enhance client service offerings
- Leverage PSA solution to manage support tickets, collaborate with internal staff, and communicate with clients
- Respond to support requests, providing first call resolution or escalation
- Document and communicate incidents, outages, ticket status, and resolutions internally and externally
- Escalate tickets appropriately
- Identify critical issues, prioritize, and respond to tickets to ensure SLAs are met
- Provide proactive monitoring and maintenance on client networks
- Train and stay current with technologies used in client environments
- Deliver high levels of client satisfaction
- Create high-quality technical documents quickly and accurately
- Provide after-hours and weekend support on a rotational basis and as needed
- Participate in projects and accept additional responsibilities as assigned by management
Requirements
- Bachelor’s degree in Information Systems Business Administration, Computer Science, a related field, or equivalent work experience
- 5 years of hands-on experience in a technical environment providing onsite or remote support and customer service
- Incident & problem management experience and the ability to coordinate resources for complex IT issues
- Strong troubleshooting skills for a wide range of information systems and applications
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Visio)
- Two years of proficiency with Microsoft Active Directory, Exchange/Office 365, Scheduling & Print Services
- Two years of proficiency with Operating System Platforms (Windows, MacOS)
- Two years of proficiency with Desktop Packaging/Management
- Working knowledge of networking concepts such as LAN, WLAN, and TCP/IP protocol
- Firm desire to work as a vital part of the team with a primary focus on client service
- Strong problem-solving skills, ability to analyze complex problems and use a systematic approach for quick resolution
- Strong communication (written and verbal) and presentation skills, for both technical and business audiences
- Ability to work effectively under pressure, independently or as part of a team
- Assertive, highly motivated with a sense of urgency and a 'Whatever it takes' attitude
- Self-motivated, resourceful, and able to follow processes
- Proven aptitude to organize work efficiently and succeed in new environments
- Must be well-spoken, organized, detail-oriented, dependable, and flexible
- Excellent follow-up skills
- Background Check required
Skills
- Microsoft Active Directory
- Exchange/Office 365
- Scheduling & Print Services
- Windows Operating System
- MacOS Operating System
- Desktop Packaging/Management
- Networking concepts (LAN, WLAN, TCP/IP)
- Microsoft Office Suite (Word, Excel, Outlook, Visio)
- Managed Service Provider experience
- Client and user onboarding
- PowerShell Scripting
- Cloud Management (Microsoft Azure, Microsoft 365)
- Mobile Device Management (MDM)
- Microsoft Exchange Cloud management
- ITIL Service Support and Delivery methodologies
- ITIL Foundation Certification
- Consulting services environment
- Enterprise IT Operations
- Start-up experience
- Leadership and motivation
- HaloPSA
- Desktop Operating Systems (Windows 10)
Location
- San Francisco Bay Area
Work Type
- Onsite
- Full-time
Experience Level
- 5 years of hands-on experience
- 2 years of proficiency in specific core skills
Education Level
- Bachelor’s degree in Information Systems Business Administration, Computer Science, a related field, or equivalent work experience
Salary/Compensations
- $85,000-$90,000 annually
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources
About the Company
- Xterra Solutions, Inc. aims to build a talented, fun, masterful engineering team that delivers IT services with excellence, creating raving fans with every interaction.