How You Will Make a Difference:
•Occasionally attend regional offices if needed
•iOS support experience is a significant standard for our projects
•Utilize ticketing system and knowledge base content
•Working off knowledge base content
•Experience with tools like Jira, Slack, Google Suite, Okta (SSO), Zoom, 2FA, and Admin Support is beneficial
•Apply critical thinking to resolve complex user requests efficiently
•Troubleshoot client-side network connectivity issues, including digital authentication, remote access, and secure Wi-Fi
•Supports user requests and performs break/fix or remote installations as needed
•Assists remote users with access problems ranging from password resets to network access failures
•Support messaging & calendaring services and content collaboration
•Provide user-facing support for mobile devices
•Lead in task (ticket) processes and provide coaching for other Technicians
•Understand team metrics and take actions based on current service trends
•Attend and participate in weekly team syncs, contributing to actionable discussions
•Actively seek answers when technically challenged, displaying learning agility
•Seek feedback from other Help Desk Technicians for continuous improvement
What You Need to Succeed:
•Strong interpersonal communication skills with a high degree of empathy
•Comfortable navigating client-based systems (Mac & Windows) and assisting users with advanced functionality
•Experience supporting Macs in a commercial or enterprise environment preferred
•Applied experience with Microsoft Exchange, including a firm understanding of groups and permissions
•Comprehensive understanding of Mac OS from command line troubleshooting to resolving application failures
•Knowledge of Windows is a plus, including resolving registry conflicts and troubleshooting system crashes
•Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment
•Deep understanding of fault domain isolation and root-cause analysis
•Working knowledge of Active Directory and basic AD administration is desirable
•Proven experience resolving secure network access problems involving digital certificate authentication and client remote access services using Juniper Networks or Cisco solutions
•Working knowledge of video collaboration tools, experience with Zoom a plus
#LI-LC1
Milestone Technologies is a global IT Services and Digital Solutions company based in Silicon Valley that helps hundreds of leading corporations deliver technology around the globe.
We work with the world’s leading companies to deliver services and technologies at scale, accelerate digital operations, develop innovative applications, and drive efficiencies throughout their organization.
Milestone is focused on building an employee-first, performance-based culture, and for over 25 years, we have demonstrated a 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.
Follow us on:
Facebook: https://www.facebook.com/MilestoneTechnologiesInc
Twitter: https://twitter.com/MilestoneTech
Blog: https://milestone.tech/blog/
