Service Desk Technician L2-2

Milestone Technologies is seeking a Service Desk Technician L2 to contribute to the management of IT operations and application support. This role is crucial for maintaining quality IT services and driving positive change within the business. Our objective is to deliver excellent technical and non-technical support with outstanding customer service and timeliness. As part of the IT team, candidates must have a passion for technology, be highly skilled at providing amazing customer service, and have the ability to thrive in a fast-paced and high-pressure environment.

Responsibilities

• Act as the primary contact for internal IT support request.
• Provide hardware, software, account support, and technical education to end users on computers, mobile devices, and printers.
• Troubleshoot Windows, Mac, and Chrome OS software and hardware for end users through chat, video conference, email, and ServiceNow.
• Troubleshoot iPads, and other IT-related hardware.
• Set up email, VPN, and internet access for users via the secure company network.
• Triage, assign, resolve, or escalate all incoming requests.
• Conduct general network troubleshooting for connectivity issues, including digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network.
• Ensure overall support team s performance by providing training and support to junior support staff and new team members.
• Resolve issues, drive enhancements, and improve support for all IT-related functions on a day-to-day basis.
• Develop and updated technical documentations.
• Contact and collaborate with software and hardware vendors to solve technical issues as needed.
• Other related duties as assigned.

Skills

Deep understanding of root-cause analysis
Strong understanding of Mac OS & Windows architecture
Ability to perform command line troubleshooting to resolve individual application failures
Mac OS X and Windows system administration and applications, including OS configuration, troubleshooting, and knowledge of applications, including MS Office, CloudPC, and Apple Remote Desktop
Strong knowledge of Google Suite and Chrome OS
Resolve issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues
Troubleshooting and application support
Working knowledge of the following technologies:

Active Directory and basic AD administration

Google Apps for Business, including Mail, Calendar, Drive, Docs, and Groups

Cloud storage services
Basic terminal command knowledge
Communications and video conferencing tools, including Zoom

Issue and bug tracking software platforms, preferably ServiceNow
Documentation tools such as Confluence
Basic network understanding, including TCP/IP, UDP, IP schemas, LAN/WAN design and administration, and wireless networking is desirable
Experience troubleshooting for Mac and Windows as related to video conferencing
Ability to deliver outstanding customer service and provide simplified explanations of complex technical issues
Ability to apply critical thinking to complex user requests and provide as much context and information as possible to deliver the best possible solution
Effective interpersonal communication skills, including the ability to support others in a team environment while also serving as a single point of tech support
Ability to work with limited supervision and stay focused while performing repetitive tasks
Ability to quickly adapt to changing needs, infrastructure, and evolving business processes
Self-motivated and detail-oriented
Ability to work with multi-functional teams and external vendors
Strong documentation and communication skills
Strong time management and prioritization skills
Ability to follow through and execute on assigned tasks
Ability to identify and communicate trends

• Support 24x7 work schedule.
• Work US, APJ or EMEA business hours.
• Must be a great team player & fluent in English.

Experience:

• Must have 3+ years IT or related experience