Milestone Technologies IT Field Technician - Hyderabad in Hyderabad, India
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.
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
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
- 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
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