Job description
Company Overview

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.

Job Overview

As a Level 2 Lab Support Technician, your role involves providing support for client technology and services onsite at the customer location, focusing on general support for Windows desktops, server systems, and Linux devices in a lab environment. This is an internal end-user employee-facing position where your ability to maintain and develop relationships with internal users and executive staff is crucial.
• Plan, design, implement, and support hardware and software installation projects
• Analyze, test, and debug compute device systems
• Customize systems for specific functional areas or unique user needs
• Laptop/Desktop/Server Break-Fix, Remote Desktop/Server Support
• Support OS, a variety of applications, security agents/services, and hardware issues for users (Windows and Linux)
• Work with IT Infrastructure teams to set up and maintain existing infrastructure environments and assist with local changes
• Provide user training and education
• Re-imaging
• New HW delivery and setup, including lifting of boxes and compute HW in addition to installation under desks
• Printer installation and troubleshooting
• Problem diagnosis and resolution
• Ensure client satisfaction and client management
• Reporting to customers and management on status, resource needs, and projected outcomes
• Mentorship and training of junior Regional IT Specialists by more senior team members on processes and tools
• Project management

Skills
• Job experience and history focused on Desktop/Server Support at Tier 2 levels
• Proficiency in Linux and Microsoft Windows, including diagnostics and commands
• Experience in the utilization of Desktop Imaging and MDM tools, such as Intune, SmartImager, Imperious, SmartDeploy
• Thorough knowledge of Personal Computer Hardware, PDA devices, Desktop Software, Windows 10, Office 365, Microsoft Office products, G-Suite support & administration, Anti-Virus, Internet Browsers, Internet connectivity
• Demonstrated proficiency and professionalism when interfacing with customer employees, executives, and VIPs during Desktop Support
• Leadership ability to ensure technical growth and professionalism of the Desktop team and colleagues
• 3+ years of relevant technical experience supporting users in a Windows and Linux environment
• Ability to multi-task and manage multiple priorities in a fast-paced environment
• Ability to diagnose and solve complex technical issues
• Ability to perform and communicate professionally in stressful and high-impact situations
• CompTIA's A+ and Network+ certification preferred; MCSE: Desktop Infrastructure and CCNA a plus
• Effective oral and written communication skills
• Ability to work collaboratively with other IT Regional Specialists and cross-functional technical team members to meet deadlines; ability to work independently as well
• Ability to interface with executive-level internal employees and troubleshoot their compute requirements
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
• Ability to follow standard engineering principles and practices
• Creative approach to problem-solving
• Ability to handle multiple tasks concurrently with competing deadlines
• Ability to travel to customer sites for installations, troubleshooting, user training, and relationship management

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Compensation

Estimated Pay Range: The estimated pay range for this position is USD $28.00/Hr. - USD $30.00/Hr. and is a Non-Exempt role. Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, ****** orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees. 

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.

This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.