Remote Support Technician

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 around the globe.

Milestone Technologies is in search of a Remote Support Technician to contribute to the management of IT operations and application support. This role is crucial for maintaining quality IT services and driving positive change within the business. Our objective is to deliver exceptional technical and non-technical support with outstanding customer service and timeliness. As part of the IT team, candidates must have a passion for technology, excel in providing remarkable customer service, and be capable of thriving in a fast-paced, high-pressure environment.

• Act as the primary contact for internal IT support requests
• Provide software, account support, and technical education to end users on computers, mobile devices, and printers
• Troubleshoot Mac, Windows, and Chrome OS software and hardware for end users through chat, video conference, email, and ServiceNow
• Troubleshoot iPhone and Android mobile phones, iPads, and other IT-related hardware
• Set up mobile phones, MDM, email, VPN, and internet access for users via the secure company network
• Triage, assign, resolve, or escalate all incoming requests
• Conduct general network troubleshooting for connectivity issues, including digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network
• Educate new hires on new software and technology-related procedures to ensure a swift onboarding process
• Manage AV tickets and drive resolutions through the ServiceNow ticketing system
• Solve issues, drive enhancements, and improve support for all IT-related functions on a day-to-day basis
• Contact and collaborate with software and hardware vendors to solve technical issues as needed

• A deep understanding of root-cause analysis
• Strong understanding of Mac OS architecture
• Ability to perform command line troubleshooting to resolve individual application failures
• Mac OS X system administration and applications, including OS configuration, troubleshooting, and knowledge of applications, including MS Office, VMware Fusion, and Apple Remote Desktop
• Strong knowledge of Windows and Chrome OS
• Resolve issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues
• Troubleshooting and application support, including MS Office
• Working knowledge of the following technologies:
• Active Directory and basic AD administration
• Google Apps for Business, including Mail, Calendar, Drive, Docs, and Groups
• Cloud storage services
• Basic terminal command knowledge
• Communications and video conferencing tools, including Zoom & Teem
• Issue and bug tracking software platforms, preferably ServiceNow
• Documentation tools such as Confluence
• Basic network understanding, including TCP/IP, UDP, IP schemas, LAN/WAN design and administration, and wireless networking is desirable
• Experience troubleshooting for Mac and Windows as related to video conferencing
• Ability to deliver outstanding customer service and provide simplified explanations of complex technical issues
• Ability to apply critical thinking to complex user requests and provide as much context and information as possible to deliver the best possible solution
• Effective interpersonal communication skills, including the ability to support others in a team environment while also serving as a single point of tech support
• Ability to work with limited supervision and stay focused while performing repetitive tasks
• Ability to quickly adapt to changing needs, infrastructure, and evolving business processes
• Self-motivated and detail-oriented
• Ability to work with multi-functional teams and external vendors
• Strong documentation and communication skills
• Strong time management and prioritization skills
• Ability to follow through and execute assigned tasks
• Ability to identify and communicate trends
• Must be fluent in English

Estimated Pay Range: 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.

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, sexual 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.