Xterra Solutions, Inc.
Information Technology and Services
ITFieldTechnicianTier2
“IT Field Technician - Tier 2 at Xterra Solutions, Inc.. Skills: IT Support, System Administration, Client Relations. Provide level 2 systems support. Provide level 2 desktop support”
What You'll Achieve.
Ensure SLAs are met; Deliver high client satisfaction
Industry & Context.
Problem-solving; Analyze complex problems; Systematic approach; Quick resolution; Troubleshooting skills
After-hours support, Weekend support, Onsite presence required, Background Check required
What They're Looking For.
Must Have
Bachelor's degree or equivalent work experience, 5 years of hands-on experience, Incident & problem management experience, Proficiency in Microsoft Office Suite, Two years proficiency in Active Directory, Two years proficiency in Exchange/Office 365, Two years proficiency in Scheduling & Print Services, Two years proficiency in Windows OS, Two years proficiency in MacOS, Two years proficiency in Desktop Packaging/Management, Working knowledge of networking concepts, Working knowledge of LAN, Working knowledge of WLAN, Working knowledge of TCP/IP protocol
Nice to Have
Managed Service Provider experience, Experience onboarding clients and users, PowerShell Scripting experience, Cloud Management – Microsoft Azure, Cloud Management – Microsoft 365, Mobile Device Management (MDM) experience, Microsoft Exchange Cloud management experience, Prior service delivery experience, ITIL Foundation Certifications a plus, Work in consulting services environment, Enterprise IT Operations experience, Prior start-up experience, Ability to lead, motivate, and direct, Ability to influence others, HaloPSA experience, Experience with Desktop Packaging/Management, Experience with Windows 10, Experience with MacOS
What You'll Do.
Provide level 2 systems support
Provide level 2 desktop support
Identify problems using RMM system
Prioritize problems using RMM system
Resolve problems using RMM system
Enhance service offering using RMM system
Manage support tickets using PSA solution
Collaborate with internal staff using PSA solution
Communicate with clients using PSA solution
Respond to support requests
Provide first call resolution
Escalate support requests
Document ticket status
Document problem resolutions
Communicate incidents internally
Communicate outages internally
Communicate ticket status internally
Communicate problem resolutions internally
Communicate incidents externally
Communicate outages externally
Communicate ticket status externally
Communicate problem resolutions externally
Escalate tickets appropriately
Identify critical issues
Provide proactive monitoring
Provide proactive maintenance
Train on new technologies
Stay current with technologies
Deliver high client satisfaction
Create technical documents
Provide after-hours support
Provide weekend support
Participate in projects
How You'll Work.
Team & Collaboration
Work with Senior Engineers; Collaborate with internal staff; Work as part of team
Communication Scope
Customer service; Client communication; Written communication; Verbal communication; Presentation skills
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