Service Desk L1 Technician

Milestone Technologies is actively searching for a highly skilled Service Desk L1 Technician to contribute to the effective management of IT operations and application support.. As part of our IT team, candidates must be technology enthusiasts with a commitment to delivering exceptional technical and non-technical support, outstanding customer service, and timely solutions. The ideal candidate thrives in a fast-paced, high-pressure environment.

Responsibilities

- Act as the primary contact for all internal IT support requests.
- Provide hardware, software, and account Service Desk support and technical education to end users on various devices.
- Troubleshoot Mac, Windows, and Linux software and hardware through service desk walk-ups, chat, video conference, and Jira.
- Set up mobile phones, MDM, email, VPN, and internet access for users via the secure company network.
- Triage, assign, resolve, or escalate all incoming tickets.
- Perform general Network troubleshooting for network connectivity issues, digital authentication, remote access, secure Wi-Fi, and wired connectivity.
- Procure, provision, and deploy equipment for end users.
- Work with external vendors for procurement and services.
- Onboarding administration, including preparing new hire hardware for deployment and educating new hires on software and technology-related procedures.
- Perform set-ups, break-downs, and transports equipment for new and existing end users.
- Manage AV equipment, tickets, and drive resolutions through the Jira ticketing system.
- Examine, design, and implement new internal procedures to improve office procedures.
- Collaborate with software and hardware vendors to solve technical issues.
- Deep understanding of root-cause analysis and strong knowledge of Mac OS architecture.
- Resolve issues ranging from registry conflicts to system crashes for Windows and Mac OS.
- Working knowledge of various technologies, including Active Directory, Google Apps for Business, cloud storage services, basic terminal command knowledge, communications, and video conferencing tools.
- Basic understanding of networks, including TCP/IP, UDP, IP schemas, LAN/WAN design and administration, and wireless networking.

Skills and

Qualifications

- Previous customer service experience.
- Strong troubleshooting skills for Mac, Windows, and Linux environments.
- Familiarity with Crestron, Extron, Revolab, and video conferencing technologies.
- Understanding of analog and digital signal flow; cable termination experience is a plus.
- Excellent interpersonal communication skills and the ability to simplify explanations of complex technical issues.
- Ability to work with limited supervision, adapt to changing needs, and stay focused while performing repetitive tasks.
- Self-motivated, detail-oriented, and able to work in a team environment.
- Fluent in both the local language and English.