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Technical Field Operations Technician

1 month ago

Santa Clara, United States Milestone Technologies, Inc. Full time

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


How You Make An Impact:

  • Provide White-Glove concierge level customer experience supporting internal employees face-to-face, via chat and over the phone
  • Schedule and communicate travel to regional offices to provide in-person support on a regular basis
  • Provide constant updates to your users to keep them in the loop with the status of their incidents, requests or problems
  • Educate users on basic functions and new technologies that will help streamline their workflow
  • Troubleshoots network connectivity issues including; digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network
  • Supports users on applications and tools within the environment including; Office Suite, Google workspace, RSA, Yubikey, Okta, Collaboration tools (Zoom, Teams), Mac and Windows OS
  • Provide walkup/desktop support during normal business hours, Monday - Friday from 8 am to 5 pm
  • Maintain local inventory to ensure replacement equipment is always on hand
  • Support IT Escalations impacting the site
  • Conference room support and maintenance
  • Coordinate closely with the Office Manager to determine when issues arise how best to resolve them and with which team/course of action
  • Support Local Wallboard maintenance
  • Working knowledge of Active Directory and basic AD administration


What You Need To Succeed:

  • Strong Windows and Mac experience
  • Excellent multi-tasking and time management skills with the ability to thrive in a fast-paced, high pressure environment
  • Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment and open to new concepts and/or processes
  • Ability to follow proper escalation paths
  • Inviting personality, friendly, and sociable
  • Ability to take notes and record all interactions and steps taken with the users
  • Ability to keep work area clean and organized
  • Ability to travel up to 80%, when required

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