Desktop Support 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.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Please note that this position requires Mac/iOS experience and will be working in the Polanco office Monday through Friday.

Responsibilities:

• Deploy and configure laptops and mobile devices, including cleaning, repair, replacement, and managing logistics.
• Perform software break/fix procedures.
• Activate roaming services for mobile devices.
• Provide timely updates to users utilizing the IT Service Management (ITSM) tool.
• Conduct workstation sweeps for maintenance and troubleshooting.
• Support IT Asset Management (ITAM) including storage administration, inventory, and management.
• Manage printers, including configuration, deployment, and troubleshooting.
• Support network and infrastructure operations as needed.
• Execute adds, moves, and changes (AMC) within IT infrastructure.
• Coordinate tech grab-and-go replenishment (restocking).
• Maintain loaner devices fleet ensuring availability and functionality.
• Maintain conference/meeting room AV systems to ensure they are operational.
• Perform physical IT-related tasks such as cabling, unboxing/boxing equipment, lifting, climbing ladders, and organizing storage.
• Handle hardware shipments and logistics.
• Be available to support additional IT-related activities as necessary.
• Mentor and provide support to junior technicians.
• Provide technical leadership within the support organization.
• Assess, prioritize, review, and assign IT support tickets to appropriate technicians; coordinate support resources efficiently.
• Operationally lead daily IT support efforts to ensure timely resolution of issues.

Qualifications:

• Minimum 3 years of experience as an IT Technician or in a similar technical support role.
• Proficiency in deploying and managing laptops, mobile devices, printers, and associated software.
• Experience with IT Asset Management and ITSM tools.
• Strong troubleshooting, hardware repair, and maintenance skills.
• Ability to perform physical IT-related tasks safely and efficiently.
• Excellent communication skills, with a user-focused approach to support.
• Demonstrated ability to mentor junior staff and lead support teams.
• Fluent in Spanish and English preferred.

Additional Information:

• Flexibility to participate in extra IT activities and support tasks as needed.

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.