Service Desk Technician L2

**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 L2**

**Responsibilities**
- Act as the primary contact for internal IT support request.
- Provide hardware, software, account support, and technical education to end users on computers, mobile devices, and printers.
- Troubleshoot iPads, and other IT-related hardware.
- Triage, assign, resolve, or escalate all incoming requests.
- Conduct general network troubleshooting for connectivity issues, including digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network.
- Ensure overall support team’s performance by providing training and support to junior support staff and new team members.
- Resolve issues, drive enhancements, and improve support for all IT-related functions on a day-to-day basis.
- Develop and updated technical documentations.
- Contact and collaborate with software and hardware vendors to solve technical issues as needed.
- Other related duties as assigned.

**Skills**
- Deep understanding of root-cause analysis
- Strong understanding of Mac OS & Windows architecture
- Strong knowledge of Google Suite and Chrome OS
- Resolve 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
- Issue and bug tracking software platforms, preferably ServiceNow
- Documentation tools such as Confluence
- Basic network understanding, including TCP/IP, UDP, IP schemas, LAN/WAN design and administration, and wireless networking is desirable
- Experience troubleshooting for Mac and Windows as related to video conferencing
- Ability to deliver outstanding customer service and provide simplified explanations of complex technical issues
- Effective 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 communicate trends
- Support 24x7 work schedule.
- Work US, APJ or EMEA business hours.
- Must be a great team player & fluent in English.

**Experience**:

- Must have 3+ 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 globa