Service Desk Technician L2

About the role

Milestone Technologies, a global IT managed services firm, is hiring a Level 2 Service Desk Technician. The role suits someone who enjoys a fast-paced, social environment and can resolve complex technical issues through chat, tickets and phone. Candidates should be comfortable in PC environments and also able to handle Macs.

Key responsibilities

• Apply critical thinking to complex user requests and provide as much context as possible to solve them quickly
• Troubleshoot client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network
• Support user requests and perform remote installations as needed
• Assist remote users with access problems, from password resets to network access failures
• Support messaging and calendaring services and content collaboration
• Support issues with mobile devices
• Lead ticket processes and coach other technicians when workflow deficiencies are found
• Monitor team metrics such as backlog, aging and effectiveness and act on trends
• Attend weekly team syncs and seek feedback from colleagues to improve support

Required profile

• HS Diploma or GED
• 2+ years of experience in a helpdesk role or similar
• Strong interpersonal communication skills with a high degree of empathy
• Experience supporting PCs and Windows OS in a commercial or enterprise environment is preferred

Required skills

• Complete understanding of Microsoft Outlook client (Windows and Mac) and Outlook Web Access
• Applied experience with Microsoft Exchange, including groups and permissions
• Deep understanding of fault domain isolation and root-cause analysis
• Proven experience resolving secure network access problems, including digital certificate authentication and remote access, with Juniper or Cisco solutions
• Working knowledge of video collaboration tools such as Zoom and WebEx
• Working knowledge of iOS and Android device support
• Working knowledge of Active Directory and basic AD administration