Service Desk Technical Shift Lead

Role & responsibilities

Milestone Technologies is seeking a Service Desk Technical Shift Lead 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 teams 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