IT Field Technician - Tier 2

Xterra Solutions, Inc. is looking for an IT Field Technician Level 2 to help with day-to-day IT operations.  You’ll be providing a broad range of support services, handling questions ranging from the standard password resets to escalating outage issues to our Senior Engineers.

We are looking for that unique professional who thrives on solving problems and is excited about taking on challenges, working with clients, and keeping up with new technology. This position requires dedication, persistence, follow-up, effective time management, and unbeatable customer service with exceptional communication skills.

Straight up, this job is geared for growth.  While a typical service desk job may be learning the details of one corporate environment, you'll be encountering similar technologies across different businesses, each with their own setups, configurations and policies.  The learning curve is high, but the payoff is even higher as you'll see old and new technologies deployed across a broad range of business models.  Your contributions have a direct impact our clients' success.

Our mission is to build a talented, fun, masterful engineering team that delivers IT services with excellence, creating raving fans with every interaction.  As long as you're committed and are aligned with our core values, we can take you from this role and propel you into an Admin, Engineer, or beyond!

Job Responsibilities :

• Provide level 2 systems & desktop support
• Work with our remote monitoring and management (RMM) system to identify, prioritize, resolve problems, and enhance our service offering to clients
• Leverage our professional services automation (PSA) solution to manage support tickets, collaborate with internal staff, and communicate with clients
• Respond to incoming support requests and provide first call resolution / escalation
• Document and communicate incidents, outages, ticket status, problem resolutions (internally and externally), and escalate tickets appropriately
• Identify critical issues, prioritize, and respond to tickets to ensure SLA’s are met
• Provide proactive monitoring and maintenance on Xterra client networks
• Train and stay current with technologies used in Xterra’s 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 responsibilities may be added at the manager’s discretion

Requirements

Technical Requirements :

o   Microsoft Active Directory. Exchange / Office 365, Scheduling & Print Services

o   Operating System Platforms (Windows, MacOS)

o   Desktop Packaging / Management

Other Requirements :

Desirable :

Benefits

$85,000-$90,000 annually