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.