About MILESTONE

Founded in 1997, MILESTONE is an IT infrastructure life-cycle support company. This means that we help our clients solve business problems at any point along the physical life-cycle of their IT systems, equipment and technology. MILESTONE provides IT support through a suite of technology service offerings. Each is a specialized discipline that targets solutions to client's engineering or technology problems.

Relocate IT — Expertise in the care and handling of IT equipment during the move.

Assess IT — Analysis and engineering client’s readiness for the next generation of equipment or technology.

Unify IT — Professional services and equipment unifying voice, video, data, email, wired and wireless technology forming a real-time unified communication network.

Manage IT — Optimization with managed IT support teams and resources delivering a wide selection of customized solutions.

Employees

MILESTONE serves clients in 30 countries and growing in North America, EMEA and APAC. Our employees enable our organization to develop, manage and execute projects for our clients with outstanding quality and service.

Culture

We foster an environment of "energetic fun," where with hard work and a great attitude, positive results happen spontaneously.

We invite you to find out more about what MILESTONE can offer to your career path. We look forward to the unique contribution you can make to our organization. Explore the career opportunity below for more information.

Position Title

Call Center Support Technician - various shifts available

Job Description

The role of the Call Center Support Technician is to help Employees with all facets of the corporate computing environment. The Call Center Support Technician must combine an understanding of Macintosh, Windows and iPhone with first hand experience. Good communication and interpersonal skills are important so the function can effectively work with internal groups and our client’s end users. Call Center Technicians support the corporate computing environment along with much of the local infrastructure for our client.

Primary Responsibilities

Description:

• Provide Mac, Windows and iPhone support
• Work with ticketing systems and troubleshoot hardware
• Perform Tier I (on the phone troubleshooting end-user computer issues received at Help Desk via telephone, email, or voice mail)
• Manage the unclaimed ticket queue and route tickets per the escalation matrix
• Directly resolve or appropriately escalate user reported problems/issues
• Provide users with an immediate means of reporting and explaining problems by establishing a direct voice link
• Take control of customers systems remotely to analyze and correct issues
• Ensure prompt, satisfactory resolution of issues
• Identify problem trends and provide recommended solutions
• Conduct remote system and data backups and archiving and imaging of computers
• Utilize ticketing system to monitor requests, run daily, weekly and monthly reports to identify trends/issues/concerns and provide recommended actions
• Support customer application requests and perform break/fix or remote installations as needed.
• Support email administration and management
• Assist remote users with access problems including performing password administration
• Assist with Microsoft Office Suite, Active Directory (password reset), printer setup

JOB QUALIFICATIONS:

Technical Skills

• 1 - 3 years experience in Mac / Windows desktop, iPhone support experience
• Strong technical skills
• Ability to troubleshoot software, hardware and connectivity issues
• Experience with installation, upgrade, and maintenance of software, hardware, and peripherals
• Experience working with ticketing systems
• Microsoft Office suite of products

Interpersonal Skills

• Excellent verbal and written communication skills
• Attention to detail
• Good problem solving, diagnosis and troubleshooting skills
• Strong customer service skills including follow-up, verbal and written communication
• Motivated team-oriented individual with a positive attitude
• Ability to communicate technical issues in non-technical terms
• Ability to prioritize and address multiple tasks in a dynamic work environment

Interested applicants send resumes to:   https://milestone-openhire.silkroad.com/epostings/index.cfm?fuseaction=app.jobInfo&version=1&jobid=59