Technical Field Operations Technician

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.
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 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Job Description: IT Field Support Specialist

We are seeking a skilled IT Field Support Specialist to join our team, providing exceptional on-site support in fast-paced tech offices. This role supports a globally recognized leader, and we are looking for a stellar representative to deliver above-and-beyond service to our client.

Key Responsibilities

• Concierge-Level Customer Experience: Deliver premium, white-glove support to internal employees via face-to-face interactions, chat, and phone, stressing the importance of high-quality service in every interaction.
• Prompt Walk-Up Support: Provide immediate and efficient assistance to users who visit the support desk, ensuring a quality and timely resolution.
• Proactive Communication: Keep users consistently informed about the status of their IT incidents, requests, and problems, maintaining transparency and service excellence.
• User Education: Equip users with knowledge of basic IT functions and new technologies to improve their efficiency, ensuring quality understanding and adoption.
• Network Connectivity & AV/VC Troubleshooting: Diagnose and resolve issues related to digital authentication, remote access, secure Wi-Fi, wired network connections, and Audio Visual/Video Conferencing (AV/VC) systems, guaranteeing reliable and high-quality performance.
• Software & OS Support: Offer technical support for a wide array of applications and tools, including Office Suite, RSA, Okta, Zoom, WebEx, Jabber, and both Mac and Windows operating systems, always aiming for top-tier support quality.
• Inventory Management: Maintain accurate local inventory, conduct regular stockroom audits, and manage stock levels effectively, contributing to overall service quality and efficiency.
• Hardware Lifecycle Management: Handle hardware recovery for departing employees and laptop replacements, and coordinate e-waste disposal services, ensuring smooth and quality-controlled processes.

This role requires a proactive individual who can independently manage AV/VC support, troubleshoot issues promptly, and maintain high-quality service standards.

Skills Summary:

• Proficient in Windows 7/10 Enterprise Environment and Mac OS X (El Capitan, Sierra, Catalina).
• Excellent multi-tasking, time management, and ability to thrive in fast-paced, high-pressure environments.
• Flexible and resilient, adaptable to high-change environments, and open to new concepts/processes.
• Strong verbal and written communication skills for customer interactions, with a friendly and sociable personality.
• Working knowledge of Active Directory and basic AD administration.
• Minimum 1 year of inventory management experience and 2 years of imaging and deployment experience.
• Knowledge and experience with ServiceNow, JAMF, BigFix, and other device management/service delivery software.

Compensation

Estimated Pay Range:
Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

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