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.

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

How You Will Make a Difference:
Occasionally attend regional offices if needed
iOS support experience is a significant standard for our projects
Utilize ticketing system and knowledge base content
Working off knowledge base content
Experience with tools like Jira, Slack, Google Suite, Okta (SSO), Zoom, 2FA, and Admin Support is beneficial
Apply critical thinking to resolve complex user requests efficiently
Troubleshoot client-side network connectivity issues, including digital authentication, remote access, and secure Wi-Fi
Supports user requests and performs break/fix or remote installations as needed
Assists remote users with access problems ranging from password resets to network access failures
Support messaging & calendaring services and content collaboration
Provide user-facing support for mobile devices
Lead in task (ticket) processes and provide coaching for other Technicians
Understand team metrics and take actions based on current service trends
Attend and participate in weekly team syncs, contributing to actionable discussions
Actively seek answers when technically challenged, displaying learning agility
Seek feedback from other Help Desk Technicians for continuous improvement

What You Need to Succeed:
Strong interpersonal communication skills with a high degree of empathy
Comfortable navigating client-based systems (Mac & Windows) and assisting users with advanced functionality
Experience supporting Macs in a commercial or enterprise environment preferred
Applied experience with Microsoft Exchange, including a firm understanding of groups and permissions
Comprehensive understanding of Mac OS from command line troubleshooting to resolving application failures
Knowledge of Windows is a plus, including resolving registry conflicts and troubleshooting system crashes
Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment
Deep understanding of fault domain isolation and root-cause analysis
Working knowledge of Active Directory and basic AD administration is desirable
Proven experience resolving secure network access problems involving digital certificate authentication and client remote access services using Juniper Networks or Cisco solutions
Working knowledge of video collaboration tools, experience with Zoom a plus

#LI-LC1

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.