Job Description

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.

IT Support Technician L3 (Lead)

IT Support Technician L3 Lead bring multiple years of IT support experience to the role combined with leadership skills. A Lead Technician is a senior technical resource within the support team that is capable of handling complex support issues and is an escalation point within the team for other technicians to leverage. In addition to providing strong technical support, the Lead Technician is a team leader and mentor to the rest of the team. The Lead Technician is an example of how to deliver superior customer service and helps the team escalate the level of support provided to the organization.

Prior experience working on Apple/Mac products is required. Also, this position is 100% onsite five days a week.

Technical Responsibilities:

• Perform laptop and desktop diagnosis and break-fix
• Provide remote desktop support for end users working remotely
• Troubleshoot end user access, IT hardware, and software related issues
• Aid in the set-up and troubleshooting of Mac, Windows, Android, and iOS devices
• Assist IT Infrastructure and Operations Teams as needed on upgrades, refreshes, and build outs
• Provide end user training and education on IT hardware and software related items
• Re-image IT devices as needed while maintaining user’s data when possible
• Perform weekly counts on IT device inventory and report inventory levels to client management
• Update hardware inventory when assigning devices to end users
• Assign and deploy IT devices to new employees as well as handle and process equipment returned by employees
• leaving the company
• Provide network and IT resource assistance to employees visiting from other corporate locations
• Install, maintain, and troubleshoot corporate printers and IT hardware (e.g., monitors, keyboards, desktops, etc.)
• Monitor ticket queue for new tickets, work tickets assigned to them, escalate tickets as needed, enter updates and resolution steps on tickets
• Provide excellent customer service to end users by providing updates on open service tickets and proven work arounds
• Collaborate with other support technicians on complex problems and large projects
• Share knowledge with team members on resolving IT service issues and common end user problems

Lead Responsibilities:

• Setting an example for the team on how to provide excellent customer service and IT support
• Prioritize and assign support requests to available support technicians
• Balance the workload across the team so all technicians contribute to the success of the team
• Act as an escalation point for other technicians to engage as needed
• Look for opportunities to coach team members and improve service levels
• Drive the resolution of complex and high priority support issues
• Ensure the team is following standard processes and procedures
• Confirm the right information is being captured in tickets and support requests
• Help the team understand tools and technologies that are available to troubleshoot and resolve issues
• Keep track of ticket queues so that tickets don’t sit too long or go unnoticed
• Work closely with the IT Service Desk Manager to coordinate, prioritize, and optimize service execution
• Confirm IT hardware inventory counts are updated weekly, and purchase requests are initiated through proper channels when minimum inventory levels are hit