Service Desk Technician L1

**Company Overview**:
Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

**Job Overview**:
**Service Desk Technician L1**
- Act as the primary contact for all IT support requests.
- Provide hardware and software IT support and technical education to end users on various devices remotely.
- Troubleshoot Windows & Mac software and hardware through service desk via chat, video conference and ServiceNow.
- Keep an excellent record and provide quality comments on the tickets worked.
- Sound knowledge of Google workspace setting (Gmail, google drive and google docs).
- Triage, assign, resolve, and escalate incoming tickets, phone calls, and chat messages.
- General network troubleshooting for connectivity issues with VPN, secure Wi-Fi, and wired connectivity to the internal network
- Onboarding administration of new hires including building user accounts and providing access as needed.
- Examine, design, and implement new procedures to improve productivity, quality & user experience.
- Solve issues, drive enhancements, and improve support for all IT-related functions on a day-to-day basis.
- Ensure timely escalation and follow up on issues by identifying and escalating unresolved or critical issues to the lead as needed.

**Technical Qualifications**:

- A deep understanding of root cause analysis
- Strong understanding of Google workspace setting (Gmail, google drive and google docs).
- Sound experience in Mac and Windows hardware and software.
- Working knowledge of the below systems:

- Active Directory administration
- Gmail, Outlook, and basic mail server troubleshooting
- MDM and Device Enrollment
- Multi-factor authentication
- Basic SSO integration and management
- Video Conference tools such as Zoom.
- Basic network understanding including TCP/IP, LAN/WAN, VPN and the ability to troubleshoot them on PC or Mac.
- Working knowledge of the below systems is desirable:

- Command line interface.
- RSA Secure ID administration
- Laptop deployment

**Skills**:

- Ability to deliver outstanding customer service and provide simplified explanations of complex technical issues.
- Outstanding interpersonal communication skills, including the ability to support others in a team environment.
- Ability to work with limited supervision and stay focused while performing repetitive tasks.
- Ability to adapt to changing needs and business processes.
- Detail-oriented and action-oriented.
- Positive and approachable attitude
- Strong level of emotional intelligence
- Strong documentation and communication skills
- Strong time management and prioritization skills
- Support 24x7 work schedule.
- Work US, APJ or EMEA business hours.
- Must be a great team player and fluent in English.

**Experience**:
2+ years IT or related experience

**Compensation**:
Estimated Pay Range:
Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

**Our Commitment to Diversity & Inclusion**:

- At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success._
- Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees. _
- We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you._