IT Field Technician – Tier 2

About the role

Xterra Solutions is seeking a Tier 2 IT Field Technician to deliver on‑site and remote support for a diverse portfolio of clients. You will troubleshoot hardware and software issues, manage incidents, and ensure high‑quality service across multiple business environments.

Key responsibilities

• Provide Level 2 systems and desktop support for client sites.
• Use the remote monitoring and management (RMM) platform to identify, prioritize, and resolve problems.
• Leverage the professional services automation (PSA) tool to manage tickets, collaborate internally, and communicate with clients.
• Respond to incoming support requests, deliver first‑call resolution, and escalate when necessary.
• Document incidents, outages, ticket status, and problem resolutions for internal and external audiences.
• Monitor client networks proactively and perform routine maintenance.
• Create accurate technical documentation quickly.
• Participate in on‑call rotation for after‑hours and weekend support.
• Contribute to projects and additional responsibilities as assigned by management.

Required profile

• Strong dedication, persistence, and follow‑up skills.
• Effective time‑management and ability to meet SLA commitments.
• Excellent customer service and communication abilities.
• Passion for learning new technologies and solving complex problems.

Required skills

• Level 2 systems and desktop support experience.
• Proficiency with Remote Monitoring and Management (RMM) tools.
• Experience using Professional Services Automation (PSA) / ticketing systems.
• Incident and problem management expertise.
• Advanced troubleshooting of hardware, software, and network issues.
• Proactive network monitoring and maintenance.
• Technical documentation creation.

What we offer

• Opportunities for growth into administrative, engineering, or senior technical roles.
• Exposure to a wide variety of technologies across multiple industries.
• Collaborative and fun engineering team environment.