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
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.