Field Tech Support Technician

Xtium

About The Position

At XTIUM, we don’t just build IT solutions—we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You’ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you’re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we’re looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you’re ready to contribute and help shape the future, XTIUM is the place for you. The Field Tech Support is a vital member of XTIUM’s Field Services team, providing expert remote support to field technicians and ensuring the successful execution of customer equipment installations, troubleshooting, and problem resolution. This role involves managing critical customer service interruptions, providing first-level escalation support, and acting as a subject matter expert for assigned tickets. The technician will work in a dynamic, fast-paced environment to address technical issues, drive resolutions, and contribute to continuous service improvement processes.

Requirements

Extensive technical knowledge in data communications, including routing, switching, wireless systems, and Cisco Unified Communications.
Proven experience in a technical support or field services role, with a focus on troubleshooting and problem resolution.
Strong understanding of fault isolation and escalation procedures for critical incidents.
Excellent communication skills, with the ability to clearly explain complex technical issues to both internal teams and customers.
Ability to manage multiple priorities in a fast-paced environment, demonstrating initiative and ownership of issues.
Strong customer service mentality with a proven ability to handle difficult customer situations and resolve issues efficiently.
Ability to work independently and collaboratively within a team environment.

Nice To Haves

Experience with remote support tools and methodologies is preferred.
Familiarity with technician quality oversight and ensuring adherence to service standards is a plus.

Responsibilities

Provide first-level escalation support for critical incidents and problem management, including fault isolation, troubleshooting, and resolution of customer service interruptions.
Serve as the subject matter expert for assigned customer accounts, taking ownership of complex issues and driving them to resolution.
Identify the root causes of problems and implement corrective actions to prevent recurrence.
Deliver ongoing recommendations for continual service improvement, including refining technical readiness processes and project workflows.
Act as the primary point of escalation for field technicians on supported work orders, offering guidance and assistance as needed.
Monitor and ensure the quality of technician performance on supported work orders, providing feedback and oversight to maintain high standards of service.
Collaborate with customers and end users to resolve technical issues and provide clear communication regarding status, resolution, and timelines.
Conduct technical readiness calls with field technicians to ensure proper preparation for scheduled work.
Support a variety of customer-provided equipment and solutions, providing remote technical assistance to ensure seamless deployment and operation.
Maintain a customer-focused approach, balancing technical problem-solving with exceptional customer service.