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 Milestoneâs 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. Job Overview As a Senior IT Technician, you will be the face of IT support for the organization, delivering exceptional service with a focus on user satisfaction. Your expertise in troubleshooting, strong technical skills, communication abilities, and dedication to providing a white-glove customer experience will contribute significantly to the efficiency and success of the IT support team. Additionally, you will be tasked with creating and updating technical documentation. Your leadership, technical knowledge, and dedication to process improvement will contribute significantly to the success of the technical support department and the overall satisfaction of customers. How You Will Make An Impact: White-Glove Support: Deliver top-notch, personalized technical support to end-users, ensuring a superior customer experience. Develop and maintain positive relationships with employees, addressing their IT needs promptly and professionally. Collaborate with customer service teams to optimize the customer experience and develop strategies for improving customer satisfaction. Lead the resolution of escalated technical issues from Tier 1 and Tier 2 technicians, ensuring timely and effective solutions. Mentor and guide junior team members in troubleshooting and problem-solving. AV Sweeps and Operational support. Event support as needed, coordinated with AV Operations and support staff. Technical Troubleshooting: Diagnose and resolve network connectivity issues, ensuring reliable access to resources and services. Assist users with WiFi connectivity and access problems, offering timely solutions. Provide support for applications such as Okta, Zoom, and other business-critical software. Troubleshoot and resolve software-related issues on both Mac and Windows operating systems. Serve as the subject matter expert on hardware and software troubleshooting, providing guidance on complex issues. Assist with hardware-related inquiries and problems, including but not limited to desktops, laptops, peripherals, printers, and audiovisual equipment. Ensure that conference rooms and AV systems are functioning correctly for meetings and presentations. Utilize advanced troubleshooting skills to diagnose and resolve challenging mobile device issues, including smartphones and tablets. Collaborate with product development and engineering teams to report and address recurring technical issues. Technical Documentation: Create, update, and maintain technical documentation, including troubleshooting guides, knowledge base articles, SOPs, and process documentation. Keep documentation accurate and organized for reference by the IT team and end-users. Review and edit documentation produced by team members to ensure accuracy and consistency. Proactively update documentation as process change or update and new products are released. Fast-Paced Office Environment: Thrive in a dynamic and fast-paced office environment where multitasking and adaptability are key to success. Prioritize and manage time effectively to meet service level agreements (SLAs) and resolve issues promptly. What You Will Need To Succeed: 3-5 years of experience Strong experience in providing technical support, preferably in a concierge or high-touch customer service role. Proficiency in troubleshooting network connectivity, access, WiFi, Okta, Zoom, Mac, Windows, AV systems, and conference rooms. Expertise in both Mac and Windows operating systems. Excellent communication skills, with the ability to establish rapport with users and convey technical information clearly. Exceptional time management skills to handle multiple tasks efficiently in a fast-paced environment. Commitment to maintaining and updating technical documentation accurately. Extensive experience in a senior technical support role, with a strong background in escalations and customer-facing roles. In-depth knowledge of hardware and software troubleshooting across various platforms and devices. Excellent written and verbal communication skills for technical documentation and customer interactions. Proven ability to lead and mentor team members, fostering a collaborative and supportive work environment. Proficiency in using help desk and ticketing systems for incident tracking and resolution. Familiarity with ITIL or similar IT service management frameworks is a plus. Availability for occasional after-hours support and assistance with special events or projects may be required. Compensation 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. 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, 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.
