Milestone Technologies, Inc.

IT Field Technician

Job ID
2017-5128
# of Openings
2
Category
IT/Engineering
Hire Type
Regular Full-Time
Job Category
Help Desk / Call Center

Overview

Milestone is seeking an IT Field Tech to assist in the management of IT operations and application support in Uber offices in the surrounding area. This position is responsible for maintaining quality IT services and driving change for the business. Our goal is to deliver excellent technical / non-technical support with outstanding customer service, satisfaction, and timeliness. This position is part of the IT organization, so candidates must be passionate about technology, live for amazing customer service and have the ability to thrive in fast paced, high-pressure environment. A diverse and flexible skillset is required because we support a wide set of IT services: AV / VC, Events, Server, Networking, etc.

Responsibilities

  • Responsible for solving issues, driving enhancements, and improving support for all IT related functions on a day to day basis: operational support, application support, and service delivery
  • Provides service, maintenance, repairs and upgrades for all computers and peripherals as well as routine moves, adds and changes
  • Drive communication and priority within the business and Uber headquarters to ensure constancy across organization
  • Project manage field specific components related to operational goals and application support
  • Contact and collaborate with software and hardware vendors to solve technical issues as needed
  • Participate with a 3rd party in the developing and maintaining service level agreements and  ongoing management of service level compliance and assist in driving the support knowledge base
  • Develop an overall training strategy based on customer needs along with developing and maintaining policies and standard operating procedures
  • Prepare the office for new product / service releases and stay on the forefront of emerging industry practices, ensuring compliance with IT security and general controls
  • Delivers engaging, informative, well-organized presentations
  • Provide 24 x 7 on-call support in an on-call rotation

Qualifications

  • Complete understanding of Microsoft Outlook™ client (Windows & Mac) and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality. 
  • Comprehensive understanding of Mac OS from command line troubleshooting to resolving individual application failures
  • Comprehensive knowledge of Windows is a plus, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues.   
  • Deep understanding of fault domain isolation, and root-cause analysis is essential for success in this role.
  • Working knowledge of Active Directory and basic AD administration is desirable.  
  • Working knowledge of video collaboration, including tools like BlueJeans Network and WebEx. 

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