IT Support Specialist
Milestone Technologies
Hyderabad, IN
2d ago

Overview

The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the IT Support Specialist is to provide support, as well as meet customer satisfaction while meeting continuous service delivery demands.

This includes installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment as needed. This requires a broad understanding of all standard office technologies to effectively support the technical needs of the employees and overall business.

IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person and self-service.

How You Will Make An Impact

  • Manage, deliver and continuously improve Corporate IT Service Desk Operations and Support Services for the Milestone Remote IT Support Office in Hyderabad, India;
  • including, but not limited to : IT incident and change management; network infrastructure monitoring and troubleshooting;
  • facility and general office administration support; vendor communication and incident reporting

  • Perform onsite, remote and on-call IT user support services to support an assigned location, client, or business group - including, but not limited to : diagnosis, resolution, and escalation of end user incidents related to desktop hardware, applications, access requirements, networking, and mobile devices
  • Evaluate, prioritize, log, and track Help Desk requests calls and incidents, maintaining history records and related problem documentation in ticket tracking system (ServiceNow)
  • New hire setup, Account creation, Termination process
  • Administrating AD / Exchange / 365 / Cloud Storage
  • Prepare / deploy / train users on PC / Mac equipment and software tools / applications
  • Fulfill service requests by needed due date to install, move, add, or change existing hardware, software, or access needs
  • Diligently maintain accurate documentation of work steps, communications, escalations, and resolutions in ticket tracking system (ServiceNow)
  • Maintain inventory of all laptops, desktops, monitors, docking stations, and other components and equipment, complying with standards for deployment, collection, and disposal of assets
  • Identify and provide input to problem trends with the goal to stabilize and improve user experience
  • Escalate requests when additional technical expertise is needed for resolution
  • Perform general network / server support and administrative tasks
  • Perform monitoring and initial triage of security & vulnerability tasks leveraging various security tools (AV / SIEM / Vulnerability Management)
  • Assist in documenting, maintaining, and upholding processes and procedures for operations, Help Desk procedures, trouble ticketing, and desktop infrastructure
  • Support of some client engagements
  • Other duties as assigned by manager
  • On-call support
  • What You Will Need To Succeed

  • 5 Years’+ Experience as a Desktop Support Technician
  • Must be able to support, configure, and troubleshoot a wide range of applications and operating systems (Windows 10 / 11, Apple OS, Apple iOS, Android)
  • Must have a strong familiarity of Mobile devices, Desktop computer system and their components
  • Working experience with standard deployment tools (Intune, JAMF) and UEM system
  • Basic understanding of routers, switches, firewalls, wireless APs
  • General knowledge of Hyper-V and ESXi virtualization systems
  • Understanding of Directory Services including Microsoft ADS and Open LDAP
  • Familiar with network protocols, services and tools and apply troubleshooting methods
  • Knowledge of Linux
  • Proficient with Microsoft Office products
  • Experience with Office365 environment
  • Internet Expertise (including knowledge of different browsers, plug-ins, and settings)
  • Familiar with UC system, Video conference setup and troubleshoot
  • Knowledge of Video conference platform (Zoom / ZoomRoom / MS Teams)
  • Familiarity with IT Security Standards / Frameworks and practices
  • Demonstrate good broad working knowledge of support organizations and culture
  • Ability to multi-task, prioritize, and to work collaboratively with other IT Support technicians and cross-functional technical team members to support deadlines;
  • ability to work independently and under pressure

  • Ability to travel to customer sites for installations, troubleshooting, user training, and relationship management
  • Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
  • Effective communication skills with all levels of management
  • Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment and open to new concepts and / or processes
  • Conflict resolution and negotiations skills to resolve disagreements quickly and effectively, bringing a problem-solving attitude to conflicting approaches and priorities
  • 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.

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