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L2 Support Specialist

2 months ago

San Francisco, California, United States Milestone Technologies Full time


Company Overview

Milestone Technologies is a worldwide IT managed services provider that collaborates with organizations to enhance their technology, infrastructure, and services, aiming for specific business results such as digital transformation, innovation, and operational efficiency. With a focus on fostering an employee-centric, performance-driven culture, Milestone has a proven track record of supporting leading enterprise clients who are advancing ahead of the market. The company excels in delivering solutions across various domains including Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone's culture promotes a collaborative and inclusive environment that empowers employees to achieve their maximum potential.


Job Overview

Are you interested in working in a vibrant, fast-paced environment that values both social interaction and technical expertise? We take pride in hiring motivated, enthusiastic Support Specialists who have experience in primarily PC environments but are also capable of handling Mac systems. Our workplace is designed for you to refine existing skills and cultivate new ones as technology evolves. It is a dynamic, engaging, and challenging atmosphere where you can make a meaningful impact. We seek individuals who can communicate effectively while resolving intricate technical issues through various channels (chat, ticket, phone). We want team members who naturally go above and beyond, appreciate the human aspect behind technical challenges, and have a genuine passion for technology. Our goal is to provide the best IT support experience globally, and if you believe you are ready for this challenge, continue reading.


How You Will Make an Impact:
  • Utilize critical thinking to address complex user inquiries, providing comprehensive context and information to deliver optimal solutions swiftly.
  • Troubleshoot client-side network connectivity challenges, including digital authentication, remote access, and secure Wi-Fi and wired connections to the internal network.
  • Assist with user requests and perform remote installations as necessary.
  • Support remote users with access issues ranging from password resets to network access failures.
  • Provide assistance with messaging and calendaring services and content collaboration.
  • Address issues related to mobile devices.
  • Lead ticket processes and offer guidance to other technicians when workflow inefficiencies are identified, while maintaining a deep understanding of team metrics such as backlog, aging, and effectiveness.
  • Participate in weekly team meetings, driving actionable discussions.
  • Exhibit learning agility by actively seeking solutions when faced with technical challenges.
  • Solicit feedback from fellow Support Specialists to enhance and improve support, while maintaining a solid understanding of general user support needs and requirements.

What You Will Need to Succeed:
  • A minimum of 2+ years of experience in a helpdesk role or similar position.
  • High School Diploma or GED.
  • Exceptional interpersonal communication skills with a high degree of empathy.
  • Thorough understanding of Microsoft Outlook client (Windows & Mac) and Outlook Web Access, with experience in resolving complex issues and assisting users with advanced functionalities.
  • Experience supporting PCs and Windows OS in a commercial or enterprise setting is preferred.
  • Applied experience with Microsoft Exchange, including a solid understanding of Groups and permissions.
  • Comprehensive knowledge of Windows, including troubleshooting registry conflicts and system performance issues.
  • Deep understanding of fault domain isolation and root-cause analysis is essential for success in this role.
  • Proven experience resolving secure network access issues, including digital certificate authentication and client remote access services, preferably using Juniper Networks or Cisco solutions.
  • Familiarity with video collaboration tools such as Zoom and WebEx.
  • Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment.
  • Working knowledge of Active Directory and basic AD administration.

Compensation

Estimated Pay Range: $38 - $40 USD. Exact compensation and offers of employment will depend on the specifics of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.


Our Commitment to Diversity & Inclusion

At Milestone, we strive to create a workplace that reflects the communities we serve, where everyone feels empowered to bring their authentic selves to work. We recognize that fostering a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also vital to our ongoing success.

Milestone Technologies provides equal employment opportunities for all applicants and employees. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique backgrounds, cultures, experiences, knowledge, innovation, self-expression, and perspectives you can bring to our global community. Our recruitment team looks forward to meeting you.

This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site.