Service Desk L1 Technician

3 weeks ago

Hyderabad Telangana, India Milestone Technologies Full time

Milestone Technologies is actively searching for a highly skilled Service Desk L1 Technician to contribute to the effective management of IT operations and application support As part of our IT team candidates must be technology enthusiasts with a commitment to delivering exceptional technical and non-technical support outstanding customer service and timely solutions The ideal candidate thrives in a fast-paced high-pressure environment Responsibilities Act as the primary contact for all internal IT support requests Provide hardware software and account Service Desk support and technical education to end users on various devices Troubleshoot Mac Windows and Linux software and hardware through service desk walk-ups chat video conference and Jira Set up mobile phones MDM email VPN and internet access for users via the secure company network Triage assign resolve or escalate all incoming tickets Perform general Network troubleshooting for network connectivity issues digital authentication remote access secure Wi-Fi and wired connectivity Procure provision and deploy equipment for end users Work with external vendors for procurement and services Onboarding administration including preparing new hire hardware for deployment and educating new hires on software and technology-related procedures Perform set-ups break-downs and transports equipment for new and existing end users Manage AV equipment tickets and drive resolutions through the Jira ticketing system Examine design and implement new internal procedures to improve office procedures Collaborate with software and hardware vendors to solve technical issues Deep understanding of root-cause analysis and strong knowledge of Mac OS architecture Resolve issues ranging from registry conflicts to system crashes for Windows and Mac OS Working knowledge of various technologies including Active Directory Google Apps for Business cloud storage services basic terminal command knowledge communications and video conferencing tools Basic understanding of networks including TCP IP UDP IP schemas LAN WAN design and administration and wireless networking Skills and Qualifications Previous customer service experience Strong troubleshooting skills for Mac Windows and Linux environments Familiarity with Crestron Extron Revolab and video conferencing technologies Understanding of analog and digital signal flow cable termination experience is a plus Excellent interpersonal communication skills and the ability to simplify explanations of complex technical issues Ability to work with limited supervision adapt to changing needs and stay focused while performing repetitive tasks Self-motivated detail-oriented and able to work in a team environment Fluent in both the local language and English

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