IT 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

Milestone Technologies is seeking a skilled and customer-focused IT Support Technician to provide onsite technical support at our corporate location in Brazil. This role is vital in ensuring seamless day-to-day IT operations while delivering responsive and high-quality support to internal end users.

Key Responsibilities:

• Coordinate the shipment and receipt of IT equipment through approved vendors
• Provide hands-on support for desktop and laptop hardware (break/fix and troubleshooting)
• Deliver remote support for offsite employees
• Diagnose and resolve hardware, software, connectivity, and access issues
• Set up and support devices across macOS, iOS, Windows, and Android platforms
• Assist with system upgrades, hardware deployments, and site buildouts
• Re-image devices while preserving user data when possible
• Train and guide users on IT hardware and core business applications
• Perform weekly physical inventory checks and report on asset status
• Maintain accurate inventory records and asset assignments
• Support onboarding and offboarding by managing IT equipment and access provisioning
• Assist visiting employees with network connectivity and IT resource access
• Install and troubleshoot peripherals such as monitors, keyboards, printers, and docking stations
• Monitor and manage service tickets using a global ITSM system
• Provide timely ticket updates and drive issues to resolution
• Collaborate with peers on cross-site projects and technical escalations
• Share knowledge, best practices, and documentation across the team

Qualifications:

• Minimum 3 years of recent, hands-on experience supporting primarily Apple environments and some Windows
• Strong expertise with macOS laptops in enterprise settings
• Experience with Apple MDM tools such as JAMF
• Comfortable supporting macOS, iOS, Windows, and Android devices
• Skilled in hardware troubleshooting, imaging, and asset management
• Experienced with ITSM/ticketing systems and inventory tools - Zendesk
• Excellent communication and customer service skills
• Fluent in Portuguese; working English proficiency preferred

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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.