Milestone Technologies, Inc.

IT Service Desk Technician with AV/VC

Job ID
# of Openings
Hire Type
FTF : International Fix Term Full-Time
Is this position remote?

Company Overview

Milestone Technologies, Inc. is a leading IT Managed Services and IT Professional Services solutions provider headquartered in the Bay Area and serving clients globally. Our unique approach to IT Managed Services includes Contact Center Services, Internal IT Support, Data Center Operations, Workforce Solutions, and IT Professional Services 


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 2,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe. 


Job Overview

The qualified candidate will be responsible to providing 1st Level support for incoming service requests. It is anticipated that the qualified individual will be spending 80% of their time working on end-user support, and 20% on IT projects and other areas within IT likes AV/VC support


The candidate will be responsible to make effective use of available technical resources and provide the service within established service level agreements.

How You Will Make An Impact

  • Take ownership over the 1st Level support responsibilities:
  • Be the first point of contact for all IT support requests
  • Gather all required information for the ticket to be processed by higher support levels
  • Propose/Take care of easy fixes or known and documented issues
  • Properly set the priorities on tickets
  • Tag tickets with the proper category
  • Follow-up on higher support levels to make sure the SLAs will not breach
  • Track all incoming support requests into the central support system
  • Perform onsite analysis, diagnosis, and resolution of laptop and simple access related problems for end users and recommend and implement corrective solutions
  • Manage and maintain ticket queues and meet SLAs for incoming tickets
  • Support software / hardware rollouts and refresh items
  • Install, configure, and troubleshoot end-user mobile devices and related hardware and software in order to deliver required service levels
  • Share technical guidance with other members of the team
  • Collaborate with the Global Service Desk, other IT groups, and 3rd party vendors to ensure efficient operation of the company’s IT environment
  • Receive and respond to incoming e-mails or chat support requests
  • Accurately document and create How-Tos for FAQs or other common support causes.
  • Provide AV Support backup and manage, troubleshoot audio visual software, hardware and equipment to ensure teleconferencing and videoconferencing calls run smoothly

What You Will Need To Succeed

Must have skills…

  • 2-3 years of Support experience
  • Strong technical skills in supporting Apple devices
  • Knowledge of a range of diagnostic utilities and core applications, including Mac diagnostics, Google Suite, Slack, Zoom, OneLogin, Atlassian
  • Experience working with Mac OS X; JAMF is a plus
  • Knowledge navigating 3rd party vendor applications and websites
  • Concentrated focus on defect reduction and quality of services
  • Excellent customer relations and customer support skills
  • Experience working in a team-oriented, global, collaborative environment

Preferred Qualifications

  • 2-3 years of Support experience
  • Experience working in a global company

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. 


This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.


*Job description is subject to change.  


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