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IT Support Specialist Level 3 / Lead

at Milestone

Job Description

Job ID
# of Openings
Hire Type
Regular Full-Time
Job Category
Desktop Support


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.

Milestone is looking for passionate and motivated professionals who go above and beyond to solve the world’s biggest problems through innovation and technology. Our vision is to revolutionize the way technology is deployed and supported worldwide.

The IT Support Specialist is the main point of contact for resolving any and all logistical and technical issues as well as the onsite technical contact for other IT teams in the company. This person is responsible for increasing the overall productivity of the office, and for ensuring utmost customer satisfaction in the client’s day-to-day experience with any and all hardware and software. This is an outward facing position, and requires utmost professionalism, and efficiency.


  • Team Lead / Management: The L3 IT Support Specialist will be the on-site lead for Milestone services rendered to the client.
    • Direct the day to day activities of daily work.
    • Interface with the client manager and the Milestone SDM.
    • Work under the direction of the SDM to analyze key metrics, report on key data to client managers, identify and implement program improvements / optimizations.
  • Local support for network and server infrastructure
    • Perform various operational maintenance tasks including device provisioning, patching, backup monitoring, basic system administration, decommissioning.
    • Coordinate with hardware / software vendors for advanced support including remote troubleshooting, and on-site break-fix.
    • Smart-hands to assist engineers to troubleshoot/resolve issues or outages that impacts the site.
  • Able to troubleshoot issues within a MS Office 365 Hybrid environment
  • Provides computer help desk support and technical training on hardware and software to end users.
  • Troubleshoot, or escalate issues as appropriate, in a timely manner while communicating clearly and proactively throughout the customer's experience until resolved.
  • Troubleshoots Windows and Mac software and hardware for end users via phone, email, and service desk walk-ups.
  • Troubleshoots iPhone and Android mobile phones, and other related hardware in-office, such as printers.
  • Sets up mobile phone Exchange email, VPN, and internet access for users via secure company network.
  • Provisions new equipment for end users.
  • Perform various operational maintenance tasks including patching, backup monitoring, basic system administration, decommissioning.
  • Coordinate with hardware / software vendors for advanced support including remote troubleshooting, and on-site break-fix.
  • Trains new hires on new software and technology related procedures to secure a swift onboarding process.
  • Performs set-ups, break-downs, and transports of equipment, such as monitors and desks on an as-needed basis for new and existing end users.
  • Examines, designs, and implements new internal procedures to improve office procedures.
  • Provides overall management in daily administration, asset distribution, and shipping.
  • Manages and troubleshoots audiovisual software, hardware, and equipment to ensure teleconferencing and videoconferencing calls run smoothly.
  • Disposition/E-waste management of IT hardware
  • Provide support for Video Conference system on site
  • Executive Support (Including visiting Execs)


Minimum Qualifications

  • 5+ years working in a customer service environment within a technical organization
  • 4+ years of experience in support and troubleshooting Windows and Mac OS platforms (Max OSX 10.10+, Windows 8 or above) including mobile devices running Apple iOS & Android mobile operating systems.
  • 4+ years’ experience with setup and configuration of end-user desktop and laptop computer hardware, software, printers, phones, cell phones and peripherals.
  • 4+ years’ experience managing and troubleshooting Active Directory
  • 2+ years’ experience working in a ServiceNow ticketing environment
  • 2+ years’ experience as a technical lead of a 2+ person team
  • Strong experience working in an MS Office 365 hybrid environment is a must
  • Strong experience working with network hardware such as Cisco Firewalls & Routers, Dell Switches, VMware, and other Windows-based servers.
  • Ability to understand and use basic PowerShell command line interface

Personal & Interpersonal Qualifications:

  • Agile and exhibits a strong sense of urgency.
  • Exceptional professionalism and customer-service skills, motivated by complete customer satisfaction.
  • The desire and ability to have an impactful conversation with users about their support needs and requirements.
  • Excellent task management, verbal & written communication skills, combined with relentless follow-up.
  • Loves working in a team-oriented environment and highly motivated to provide a positive user experience.
  • Independent critical and creative thinking.
  • Must be comfortable working in a fast-paced, demanding environment, under immense pressure.
  • Maintain relationships with both internal and external customers and vendors
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Application Instructions

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