Milestone Technologies Looking for IT Field Technician – Hyderabad at Hyderabad, Telangana Full Time

Company Overview:
Milestone Technologies, Inc. is a leading IT Managed Services and IT Professional Services solutions provider headquartered in the Bay Area and serving clients globally. Our unique approach to IT Managed Services includes Contact Center Services, Internal IT Support, Data Center Operations, Workforce Solutions, and IT Professional Services.

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 2,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe.

Job Overview:
We are seeking an experienced IT Field Technician to be our primary contact for all internal technical support requests. The IT Field Technician will provide excellent customer service to users in person, through email and chat, and video. In addition, the position will assume responsibility for troubleshooting hardware and software issues for Mac, Windows and Linux equipment, mobile devices, and general network connectivity issues.

How You Will Make An Impact:
Act as the primary contact for all internal support requests

Provide hardware and software Service Desk support and technical education to end users on computer, mobile devices, and printers

Troubleshoot Mac, Windows and Linux software and hardware for end users through service desk walk-ups, chat, video conference and Jira

Troubleshoot iPhone and Android mobile phones, iPads, Mifi’s, RDK kits and other IT related hardware in-office, such as printers

Set up mobile phone, MDM, email, VPN, and internet access for users via secure company network

Triage, assign, resolve, or escalate all incoming tickets

General Network troubleshooting for network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network

Act as smart hands services for enterprise Tech Services teams

Procure, provision and deploy equipment for end users

Work with external vendors (ie Dell, CDW, Thresher, Arkphire, etc)

Oversee the replenishment and allocation of inventory to their appropriate locations

Onboarding administration

Prepare new hire hardware for deployment

Educate new hires on new software and technology related procedures to secure a swift onboarding process

Perform set-ups, breakdowns, and transports of equipment, such as monitors on an as-needed basis for new and existing end users

Procure AV equipment

Manage AV tickets and drive resolutions through the Jira ticketing system

Break/fix resolution for AV software and hardware

Examine, design, and implement new internal procedures to improve office procedures

Responsible for solving issues, driving enhancements, and improving support for all IT related functions on a day to day basis

Contact and collaborate with software and hardware vendors to solve technical issues as needed

What You Will Need To Succeed:
HS Diploma or GED

3+ years of experience in an IT support function

A deep understanding of root-cause analysis

Strong understanding of Mac OS architecture, inclduing Mac OS X system administration and applications, including OS configuration, troubleshooting, and knowledge of applications including MS Office, VMware Fusion, and Apple Remote Desktop

Strong knowledge of Windows

Working knowledge of the following technologies

Active Directory and basic AD administration

Google Apps for Business, including Mail, Calendar, Drive, Docs, and Groups

Cloud storage services

Basic terminal command knowledge

Communications and video conferencing tools, including Zoom & Teem

Issue and bug tracking software platforms, preferably JIRA

Documentation tools such as Confluence

Basic network understanding including TCP/IP, UDP, IP schemas, LAN/WAN design and administration, and wireless networking is desirable

Experience troubleshooting for Mac and Windows as related to video conferencing

Familiar with Crestron, Extron, Revolab

Understand analog and digital signal flow; cable termination experience a plus

Excellent interpersonal communication skills, including the ability to support others in a team environment while also serving as a single point of tech support

Work with limited supervision and stay focused while performing repetitive tasks

Adaptable to changing needs, infrastructure, and evolving business processes

Self-motivated and detail oriented

Strong documentation and communication, time management and prioritization skills

Fluent in the native language of the country of employment + English

Preferred Qualifications:
Linux knowledge is a plus

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.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of 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 background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking 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.

• Job description is subject to change.