Technical Field Operations Technician

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

Location

Dublin, Ireland (Onsite - EMEA Support)

Role Summary

The Technical Field Operations Technician - L2 provides advanced onsite and walk-up (Tech Bar) support to end users across EMEA, with a strong focus on macOS environments (~70%) and supporting Windows devices (~30%). This role acts as an escalation point from L1, resolving complex end-user issues while delivering a high-quality, customer-centric support experience.

Key Responsibilities

Tech Bar / Walk-Up Support

• Deliver in-person walk-up support at the Tech Bar, acting as the primary point of contact for onsite users.
• Diagnose and resolve hardware and software issues in real time, with clear communication and ownership.
• Perform device swaps, loaner provisioning, break/fix triage, and basic data recovery.
• Ensure all walk-up interactions are logged accurately in the ticketing system.

L2 Technical Support

• Act as L2 escalation for incidents and service requests from the Service Desk.
• Troubleshoot complex issues across:

macOS (primary) and Windows 10/11

Laptops, peripherals, docks, monitors, printers, and conferencing equipment

• Support Microsoft 365, Teams, Outlook, VPN, Wi-Fi, and identity/access issues (AD / Azure AD).

Field Operations & EMEA Support

• Provide onsite field support for Dublin office and assist with remote coordination across EMEA locations.
• Support new hires, leavers, hardware refreshes, IMACD activities, and device lifecycle management.
• Work with logistics and vendors for repairs, warranty cases, and replacements (Apple, Dell, Lenovo).

Collaboration & Escalation

• Work closely with L1 Service Desk, Endpoint, Infrastructure, and Network teams.
• Escalate unresolved or recurring issues to L3 with clear diagnostics and impact details.
• Contribute to problem management and continuous service improvement.

Skills & Experience

Required:

• 3-6 years' experience in IT Field Support / End-User Services (L2).
• Strong hands-on experience with macOS (JAMF preferred) and Windows environments.
• Experience with Microsoft 365, Active Directory / Azure AD, and endpoint management tools.
• Solid understanding of networking basics (DNS, DHCP, Wi-Fi, VPN).
• Proven experience delivering walk-up / Tech Bar support.

Soft Skills:

• Customer-focused, professional, and calm under pressure.
• Strong communication and troubleshooting skills.
• Ability to manage multiple issues in a fast-paced onsite environment.

Nice to Have

• Experience supporting EMEA users in a corporate environment.
• ITIL / ITSM experience and familiarity with ServiceNow.
• Apple or Microsoft certifications.

Working Model

• Onsite role with Tech Bar coverage.
• May require occasional support for other EMEA locations and critical incidents.

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.