Job Description

Milestone Technologies, Inc. is seeking a Service Desk L2 Technician to assist in the management of IT operations and application support. This position is responsible for maintaining quality IT services and driving change for the business.

Our goal is to deliver excellent technical and non-technical support with outstanding customer service and timeliness. This position is part of the IT team, so candidates must be passionate about technology, highly skilled at providing amazing customer service, and have the ability to thrive in a fast-paced and high-pressure environment.

Job Title: IT Service Desk Technician L2

How you will make an impact

• Act as Senior Service Desk Lead for L1 Service Desk Technicians.
• Remote access support—Configuration, diagnosis, troubleshooting, and end-user assistance in establishing connectivity.
• Desktop/Laptop operating system support—Diagnosis, repair, management of device drivers, add/remove software actions, connectivity troubleshooting for vendor supported Microsoft/Windows and Apple/MAC operating system platforms.
• Desktop hardware and peripheral support—remote troubleshooting of desktop hardware or peripheral component issues; requires end-user participation.
• Printer and scanner support—Driver and software installation, configuration and troubleshooting, driver updates, uninstallation and cleanup, setup of scanning functions (e.g., scan to email, scan to folder).
• Microsoft Office suite and/or Google Workspace —Basic support, including installation, updates, configuration, repair, profile troubleshooting, basic end-user training on most
• Assist in Active Directory Migration and play a critical role in ensuring smooth execution of AD migration activities across global regions.
• Real-time support coordination, and cross-functional communication
• Browser support—Installation, repair, basic end-user training for all major browser platforms (e.g., Edge, Internet Explorer, Firefox, Chrome).
• Software support—Installation, repair, basic end-user training for a variety of customer office productivity applications.
• Smartphone and tablet support—support, including application installation, updates, configuration, repair, troubleshooting, basic end user training on most common tasks.
• User/access management—Process end-user requests for access to IT components and services,
• License support—Process application license requests, deploy licenses to the End Users.
• Onboarding/Offboarding administration.
• Examines, designs, and implements new internal procedures to improve office procedures.
• Responsible for solving issues, driving enhancements, and improving support for all IT related functions on a day-to-day basis.

What you will need to succeed

• Monitor dedicated Slack channels for live migration support and flag urgent issues and ensure prompt ticket creation
• Coordinate with regional teams to ensure consistent support coverage
• 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 in order to deliver the best possible solution.
• Excellent 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 report trends.
• Must be fluent in both the Japanese and English language.

Preferred qualifications:

• 4-6 years’ experience
• Familiarity with Active Directory environments and migration workflow
• Strong communication and documentation skills
• Ability to work across time zones and manage real-time support channels
• A deep understanding of root-cause analysis.
• Strong understanding of Mac OS architecture.
  • Ability to perform command line troubleshooting to resolve individual application failures.
  • Mac OS X system administration and applications, including OS configuration, troubleshooting, and knowledge of applications including MS Office, VMware Fusion, Apple Remote Desktop.
• Strong knowledge of Windows. Linux knowledge is a plus.
  • Resolve issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues.
  • Troubleshooting and application support, including MS Office.
• 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 & Teem.
  • Issue and bug tracking software platforms, preferably JIRA.
  • Documentation tools such as Confluence.
• Understanding of including TCP/IP, UDP, IP schemas, LAN/WAN design and administration, and wireless networking is desirable.