Xterra Solutions, Inc.
IT Field Technician - Tier 2
Xterra Solutions, Inc., San Francisco, California, United States, 94199
Overview
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 standard password resets to escalating outage issues to our Senior Engineers. This position requires dedication, persistence, follow-up, effective time management, and unbeatable customer service with exceptional communication skills. The role offers growth opportunities and exposure to a variety of technologies across different client environments. 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 as assigned by the manager Requirements
Technical Requirements Bachelor’s degree in Information Systems, Business Administration, Computer Science, or related field, or equivalent work experience 5 years of hands-on experience within a technical environment providing onsite or remote support and customer service Incident & problem management experience and the ability to coordinate required resources to respond to complex IT issues Strong troubleshooting skills and the ability to apply those skills to a wide range of information systems and applications Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Visio) Two years of proficiency with core skills: Microsoft Active Directory, Exchange/Office 365, Scheduling & Print Services Operating System Platforms (Windows, macOS) Desktop Packaging/Management Desktop Operating System (Windows 10 & macOS) Working knowledge of networking concepts such as LAN, WLAN, and TCP/IP Other Requirements Firm desire to consistently work as a vital part of the team with a primary focus on client service Strong problem-solving skills and ability to analyze complex problems for quick resolution Strong written and verbal communication and presentation skills, for both technical and business audiences Ability to work effectively under pressure, independently or as part of a team Motivated with a sense of urgency and a proactive attitude Self-motivated, resourceful, and able to follow processes Strong organizational skills and adaptability to new environments Well-spoken, organized, detail-oriented, dependable, and flexible Excellent follow-up skills Located in and around the San Francisco Bay Area; on-site presence is required Background check required Desirable Managed Service Provider experience Experience onboarding new clients and users PowerShell scripting experience Cloud Management – Microsoft Azure and Microsoft 365 Mobile Device Management (MDM) experience Microsoft Exchange Cloud management experience ITIL Service Support and Delivery experience ITIL Foundation Certifications a plus Experience in consulting services, Enterprise IT Operations, or startup environments Ability to lead, motivate, and direct a workgroup ConnectWise PSA experience Experience with Desktop Packaging/Management Experience with Desktop Operating Systems (Windows 10) 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 Salary: $85,000-$90,000 annually San Francisco, CA
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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 standard password resets to escalating outage issues to our Senior Engineers. This position requires dedication, persistence, follow-up, effective time management, and unbeatable customer service with exceptional communication skills. The role offers growth opportunities and exposure to a variety of technologies across different client environments. 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 as assigned by the manager Requirements
Technical Requirements Bachelor’s degree in Information Systems, Business Administration, Computer Science, or related field, or equivalent work experience 5 years of hands-on experience within a technical environment providing onsite or remote support and customer service Incident & problem management experience and the ability to coordinate required resources to respond to complex IT issues Strong troubleshooting skills and the ability to apply those skills to a wide range of information systems and applications Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Visio) Two years of proficiency with core skills: Microsoft Active Directory, Exchange/Office 365, Scheduling & Print Services Operating System Platforms (Windows, macOS) Desktop Packaging/Management Desktop Operating System (Windows 10 & macOS) Working knowledge of networking concepts such as LAN, WLAN, and TCP/IP Other Requirements Firm desire to consistently work as a vital part of the team with a primary focus on client service Strong problem-solving skills and ability to analyze complex problems for quick resolution Strong written and verbal communication and presentation skills, for both technical and business audiences Ability to work effectively under pressure, independently or as part of a team Motivated with a sense of urgency and a proactive attitude Self-motivated, resourceful, and able to follow processes Strong organizational skills and adaptability to new environments Well-spoken, organized, detail-oriented, dependable, and flexible Excellent follow-up skills Located in and around the San Francisco Bay Area; on-site presence is required Background check required Desirable Managed Service Provider experience Experience onboarding new clients and users PowerShell scripting experience Cloud Management – Microsoft Azure and Microsoft 365 Mobile Device Management (MDM) experience Microsoft Exchange Cloud management experience ITIL Service Support and Delivery experience ITIL Foundation Certifications a plus Experience in consulting services, Enterprise IT Operations, or startup environments Ability to lead, motivate, and direct a workgroup ConnectWise PSA experience Experience with Desktop Packaging/Management Experience with Desktop Operating Systems (Windows 10) 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 Salary: $85,000-$90,000 annually San Francisco, CA
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