Job Details

Xterra Solutions, Inc. is looking for an IT Field Technician Level 2 to assist with day-to-day IT operations. You will provide support services ranging from password resets to escalating outage issues to Senior Engineers.

We seek a professional who thrives on solving problems, enjoys challenges, works well with clients, and keeps up with new technology. This role requires dedication, persistence, follow-up, effective time management, and excellent customer service with strong communication skills.

This position offers growth opportunities. Unlike typical service desk roles focused on one environment, you'll encounter diverse technologies across various businesses, each with unique setups and policies. The learning curve is high, but the experience gained is invaluable, impacting our clients' success directly.

Our mission is to build a talented, fun, and masterful engineering team that delivers IT services with excellence, creating raving fans. If you're committed and aligned with our core values, we can help you advance from this role to positions like Admin or Engineer.

Job Responsibilities:

1. Provide level 2 systems & desktop support
2. Utilize our RMM system to identify, prioritize, resolve problems, and improve our service offerings
3. Use our PSA solution to manage support tickets, collaborate internally, and communicate with clients
4. Respond to support requests, providing first call resolution or escalation
5. Document incidents, outages, ticket statuses, resolutions, and escalate as needed
6. Identify critical issues, prioritize, and respond to ensure SLA compliance
7. Perform proactive monitoring and maintenance on client networks
8. Stay current with technologies used in client environments
9. Ensure high client satisfaction
10. Create accurate technical documentation quickly
11. Provide after-hours and weekend support as needed
12. Participate in projects; additional responsibilities may be assigned

Requirements

Technical Requirements:

• Bachelor's degree in relevant fields or equivalent experience
• At least 5 years of hands-on support experience
• Experience with incident & problem management
• Strong troubleshooting skills across various systems and applications
• Proficiency in Microsoft Office Suite
• Two years of proficiency with Active Directory, Exchange/Office 365, Windows, MacOS, and networking basics

Other Requirements:

• Team-oriented mindset focused on client service
• Strong problem-solving and communication skills
• Ability to work under pressure independently or in a team
• Motivated, resourceful, organized, and dependable
• Located in the San Francisco Bay Area; onsite presence required
• Background check required

Desirable Skills:

• Managed Service Provider experience
• Experience onboarding clients/users
• PowerShell scripting, cloud management, MDM, and service delivery methodologies
• Certifications like ITIL Foundation are a plus

Benefits:

• Health Care (Medical, Dental, Vision)
• Retirement Plans
• Life Insurance
• Paid Time Off and Family Leave
• Disability Coverage
• Training & Development
• Wellness Resources

Salary range: $85,000 - $90,000 annually.