IT Field Technician

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.

Job Overview:
How You Will Make An Impact:

- Act as the primary contact for all internal support requests
- Provide hardware and software Service Desk support and technical education to end users on computer, mobile devices, and printers
- Troubleshoot Mac, Windows and Linux software and hardware for end users through service desk walk-ups, chat, video conference and Jira
- Troubleshoot iPhone and Android mobile phones, iPads, Mifi’s, RDK kits and other IT related hardware in-office, such as printers
Triage, assign, resolve, or escalate all incoming tickets
- General Network troubleshooting for network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network
- Act as smart hands services for enterprise Tech Services teams
- Procure, provision and deploy equipment for end users
- Work with external vendors (ie Dell, CDW, Thresher, Arkphire, etc)
- Oversee the replenishment and allocation of inventory to their appropriate locations
- Onboarding administration
- Prepare new hire hardware for deployment
- Educate new hires on new software and technology related procedures to secure a swift onboarding process
- Perform set-ups, breakdowns, and transports of equipment, such as monitors on an as-needed basis for new and existing end users
- Procure AV equipment
- Manage AV tickets and drive resolutions through the Jira ticketing system
- Break/fix resolution for AV software and hardware
- Examine, design, and implement new internal procedures to improve office procedures
- Responsible for solving issues, driving enhancements, and improving 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

What You Will Need To Succeed:

- HS Diploma or GED
- 3+ years of experience in an IT support function
- A deep understanding of root-cause analysis
Strong knowledge of Windows
- 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 JIRA
- 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
- Familiar with Crestron, Extron, Revolab
- Understand analog and digital signal flow; cable termination experience a plus
- Excellent interpersonal communication skills, including the ability to support others in a team environment while also serving as a single point of tech support
- Work with limited supervision and stay focused while performing repetitive tasks
- Adaptable to changing needs, infrastructure, and evolving business processes
- Self-motivated and detail oriented
- Strong documentation and communication, time management and prioritization skills
- Fluent in the native language of the country of employment + English

Preferred Qualifications:

- Linux knowledge is a plus

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._