IT Service Desk Technician L1

Company Overview

Milestone Technologies, Inc. is a leading IT Managed Services and IT Professional Services solutions provider headquartered in the Bay Area and serving clients globally. Our unique approach to IT Managed Services includes Contact Center Services, Internal IT Support, Data Center Operations, Workforce Solutions, and IT Professional Services 

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 2,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe. 

Job Overview

Milestone Technologies, Inc. is seeking a Help Desk Technician to support the management of IT Operations. This position is responsible for maintaining quality IT Help Desk services and driving change for the business.

Our goal is to provide excellent technical and non-technical support with outstanding customer service and timeliness. This position is part of our remote Help Desk team, therefore we are seeking candidates who are passionate about technology, work well in a team environment, are highly skilled in providing remarkable customer service, and have the ability to thrive in a fast paced and high pressure environment.

Job Title: IT Service Desk Technician L1

Job Location: Manila, Philippines

Fulltime

How you will make an impact

• Provide hardware and software IT support and technical education to end users remotely
• Troubleshoot hardware in a Google workspace setting (gmail, google drive and google docs) and printer devices via chat, video conference, phone and keep an excellent record using ServiceNow and Jira ticketing system
• Triage, assign, resolve, and escalate incoming tickets, phone calls, and chat messages
• General network troubleshooting for connectivity issues with VPN, secure Wi-Fi, and wired connectivity to the internal network
• Onboarding administration of new hires including building user accounts and providing access as needed
• Examine, design, and implement new internal procedures to improve office procedures
• Solve issues, drive enhancements, and improve support for all IT-related functions on a day to day basis

What you will need to succeed

Technical Qualifications:

• A deep understanding of root cause analysis
• Strong understanding of Google Workspace

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  • Strong knowledge in google configuration, troubleshooting performance issues, general system issues, and applications such as Google Docs and Remote Desktop Connection
• Working knowledge of the below systems:
  • Active Directory administration
  • Google applications (Google Drive, Gmail, Google Docs)
  • Gmail and basic mail server troubleshooting
  • MDM and Device Enrollment
  • Multi-factor authentication
  • Basic SSO integration and management
  • Video Conference tools such as Zoom, Cisco WebEx and Teams
• Basic network understanding including TCP/IP, LAN/WAN, VPN and the ability to troubleshoot them on PC or Mac.
• Working knowledge of the below systems is desirable:
  • Atlassian tools such as Jira & Confluence
  • Service -Now, Zendesk
  • MFA like OKTA and DUO
  • Mac hardware and software
  • Laptop deployment

Skills:

• Ability to deliver outstanding customer service and provide simplified explanations of complex technical issues
• Ability to apply critical thinking and root cause analysis to complex end user requests and incidents to deliver the best possible solution
• Outstanding interpersonal communication skills, including the ability to support others in a team environment
• Ability to work with limited supervision and stay focused while performing repetitive tasks
• Ability to adapt to changing needs and business processes
• Detail-oriented and action-oriented
• Positive and approachable attitude
• Strong level of emotional intelligence
• Strong documentation and communication skills
• Strong time management and prioritization skills

Experience:

• 3-4 years IT or related experience