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Milestone Technologies IT Field Technician - Hyderabad in Hyderabad, India

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

We are seeking an experienced IT Field Technician to be our primary contact for all internal technical support requests. The IT Field Technician will provide excellent customer service to users in person, through email and chat, and video. In addition, the position will assume responsibility for troubleshooting hardware and software issues for Mac, Windows and Linux equipment, mobile devices, and general network connectivity issues.

How You Will Make An Impact

  • Act as the primary contact for all internal support requests

  • Providehardware 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

  • Set up mobile phone, MDM, email, VPN, and internet access for users via secure company network

  • 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 understanding of Mac OS architecture, inclduingMac 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

  • 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.

_*Job description is subject to change. _ _ _

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Job ID 2021-15110

# of Openings 1

Category IT/Engineering

Hire Type INTL : International Full-Time

Job Category Desktop Support

Milestone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status

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