Desktop Support Technician L2

**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.

**Job Overview**:
As a Level 2 Desktop Support you are responsible for supporting client technology and services located onsite at the customer location. This includes but not limited to desktop/laptop break/fix, re-imaging, troubleshooting, desk & mobile phone support and Audio/Visual & physical conference room support technologies. This is an internal end user employee facing role where your skills at maintaining and developing relationships with internal users and executive staff is crucial.
- **English CV's only**

**How You Will Make An Impact**:

- Plan, design, implement, and support hardware and software installation projects
- Analyze, test, and debug compute device systems
- Customize systems for specific functional areas or unique user needs
- Laptop/Desktop Break-Fix, Remote Desktop Support, Remote Office on-site Travel
- Work with IT Infrastructure teams to setup and maintain existing infrastructure environments and assist with local changes
- Provide user training and education
- Re-imaging 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
- Ensure client satisfaction and client management
- Provide user training and education
- Reporting to customers and management on status, resource needs, and projected outcomes
- Mentorship and training of junior Regional IT Specialists by more senior members of the team on processes and tools
- Project management

**What You Need To Succeed**:

- Job experience and history focused on Desktop Support at Tier 2 levels
- Proficient in MacOS and Microsoft Windows.
- Skilled in all diagnostics, commands
- Experienced in utilization of array of Desktop Imaging and MDM tools, such as Intune, SmartImager, Imperious, SmartDeploy
- A thorough knowledge of Personal Computer Hardware, PDA devices, Desktop Software, Windows 10, Office 365, Microsoft Office products, OSX, G-Suite support & administration, Anti-Virus, Internet Browsers, Internet connectivity
- Demonstrated proficiency and professionalism when interfacing with customer employees, executives, and VIPs when providing Desktop Support
- Leadership ability to ensure technical growth and professionalism of Desktop team and colleagues
- Min of 3 years relevant technical experience supporting users in a Windows and Mac environment
- Ability to multi-task and manage multiple priorities in a fast-paced environment
- Ability to diagnose and solve complex technical issues
- Ability to professionally perform and communicate in stressful and high impacting situations
- CompTIA's A+ and Network+ certification preferred; MCSE: Desktop Infrastructure and CCNA a plus
- Effective communication skills
- 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 travel to customer sites for installations, troubleshooting, user training, and relationship management

**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._