Service Desk L1 Technician

4 weeks ago

Hyderabad, Telangana, India Milestone Full time

Job Summary

Milestone Technologies is seeking a highly skilled Service Desk L1 Technician to join our IT team. As a key member of our support team, you will be responsible for providing exceptional technical support to our employees, ensuring that our IT services are delivered with the highest level of quality and timeliness.

Key Responsibilities

  • Provide hardware, software, and account support to end users on computer, mobile devices, and printers.
  • Troubleshoot Mac, Windows, and Chrome OS software and hardware for end users through service desk walk-ups, chat, video conference, and ServiceNow.
  • Set up mobile phone, MDM, email, VPN, and internet access for users via secure company network.
  • Triage, assign, resolve, or escalate all incoming tickets.
  • General network troubleshooting for network connectivity issues, including digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network.
  • Act as smart hands services for enterprise Tech Services teams.
  • Procure, provision, and deploy equipment for end users.
  • Work with external vendors to resolve technical issues.
  • Oversee the replenishment and allocation of inventory to their appropriate locations.
  • Perform onboarding administration, preparing new hire hardware for deployment, and educating new hires on new software and technology-related procedures.
  • Set up, break down, and transport equipment, such as monitors, on an as-needed basis for new and existing end users.
  • Procure AV equipment and manage AV tickets through the ServiceNow ticketing system.
  • Break/fix resolution for AV software and hardware.
  • Examine, design, and implement new internal procedures to improve office procedures.
  • Responsible for solving issues, driving enhancements, and improving support for all IT-related functions on a day-to-day basis.

Requirements

  • A deep understanding of root-cause analysis.
  • Strong understanding of Mac OS architecture, including OS configuration, troubleshooting, and knowledge of applications, including MS Office, VMware Fusion, and Apple Remote Desktop.
  • Strong knowledge of Windows and Chrome OS, including resolving issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues.
  • Working knowledge of the following technologies: Active Directory and basic AD administration, Google Apps for Business, including Mail, Calendar, Drive, Docs, and Groups, cloud storage services, basic terminal command knowledge, communications and video conferencing tools, including Zoom and Teem, issue and bug tracking software platforms, preferably ServiceNow, and documentation tools, such as Confluence.
  • Basic network understanding, including TCP/IP, UDP, IP schemas, LAN/WAN design and administration, and wireless networking.
  • Experience troubleshooting for Mac and Windows as related to video conferencing.
  • Familiarity with Crestron, Extron, and Revolab.
  • Understanding of analog and digital signal flow; cable termination experience a plus.

Preferred Qualifications

  • Ability to deliver outstanding customer service and provide simplified explanations of complex technical issues.
  • Ability to apply critical thinking to complex user requests and provide as much context and information as possible to deliver the best possible solution.
  • Excellent interpersonal communication skills, including the ability to support others in a team environment while also serving as a single point of tech support.
  • Ability to work with limited supervision and stay focused while performing repetitive tasks.
  • Ability to quickly adapt to changing needs, infrastructure, and evolving business processes.
  • Self-motivated and detail-oriented.
  • Ability to work with multi-functional teams and external vendors.
  • Strong documentation and communication skills.
  • Strong time management and prioritization skills.
  • Ability to follow through and execute on assigned tasks.
  • Ability to identify and report trends.
  • Must be fluent in both the local language and English.

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