IT Support Technician L1

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

As an IT Site Support Technician, you play a critical role in executing client's mission by supporting our internal and external users and providing IT Support, network, and other IT related services. You are responsible for troubleshooting routine and non-routine problems including desktop and application software support, networking, VOIP, print services, email, and hardware versus network issues onsite. You will also use specific IT skills and abilities to identify, develop, and maintain technologies where they most make sense.

One of the requirements for this position is a passion for serving customers with an ability to adapt quickly and engage in both problem resolution and problem prevention. We expect you to be a self-starter, technically adept, able to work independently and within a team, and have a friendly positive attitude.
Analyze, test, and debug compute device systems
Customize systems for specific functional areas or unique user needs
Laptop/Desktop Break-Fix, Remote Desktop Support
Support OS, variety of applications, security agents/services, and hardware issues for users (MAC OS, Windows, IOS, Android
Resolve technical problems with Local Area Networks (LAN) and Wide Area Networks (WAN)
Work with IT Infrastructure teams to setup and maintain existing infrastructure environments and assist with local changes
Implement the necessary controls and procedures to protect information systems assets from intentional or inadvertent modification, disclosure, or destruction
Reimaging with Data transfer a requirement
New HW delivery and setup
May require lifting of boxes and compute HW in addition to installation under desks
Printer installation and troubleshooting
Problem diagnosis and resolution
Reporting to customers and management on status, resource needs, and projected outcomes
Ensure client satisfaction and client management
Provide user training and education
Remain current on emerging technologies via professional groups, trade magazines etc.

Skills
Minimum 5 years of IT support experience, including a minimum of 2 years supporting executives
Strong diagnostic skills and ability to troubleshoot computer hardware problems
Advanced familiarity with Operating Systems:
MacOS
Windows
Android
IOS
Proficient in the following: TCP/IP, DHCP/DNS, Routing, Network Testing, WIFI
Technical knowledge of laptop PCs, zero clients, virtual workstations
Microsoft Windows OS and networking
Experience with JIRA, ServiceNow, or equivalent incident management systems
Experience with Cisco Software and Cisco Meraki
Experience with Active Directory, Encryption services, Amazon Workspaces, and Office365 would be plus
Experience working in a Cloud environment would be preferred
Basic knowledge of Applications troubleshooting
Demonstrated proficiency and professionalism when interfacing with customer employees, executives, and VIPs when providing Desktop Support
Ability to work collaboratively with other IT Regional Specialists and cross-functional technical team members to support deadlines; ability to work independently as well
Ability to interface with executive level internal employees and troubleshoot their compute requirements
Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
Ability to follow standard engineering principles and practices
Creative approach to problem solving
Ability to handle multiple tasks concurrently with competing deadlines
Ability to handle installations, troubleshooting, user training, and relationship management
Ready to work in shift and provide on-call support

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.