Milestone Technologies, Inc.

IT Field Technician

Job ID
2017-5467
# of Openings
1
Category
IT/Engineering
Hire Type
Regular Full-Time
Job Category
Help Desk / Call Center

Overview

Milestone Technologies, Inc. is seeking an IT Field Tech to assist in the management of IT operations and application support at local Uber offices. This position is responsible for maintaining quality IT services and driving change for the business.

Our goal is to deliver excellent technical support with outstanding customer service and timeliness. This position is part of the IT team, so candidates must be passionate about technology, highly skilled at providing amazing customer service, and have the ability to thrive in a fast paced and high-pressure environment.

Responsibilities

  • Provide Concierge Level Technical Support and serve as the primary contact for internal Uber support requests. 
    • Techs will staff the Uber Service Bar, provide deskside support, and provide support to remote users via chat.
    • Educates Uber employees on basic computing functions. 
  • Provide technical troubleshooting and problem solving. 
    • Provide basic A/V, mobile device management, and network support. 
    • Troubleshoots client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network.
    • Performs break/fix or remote installations as needed.
  • Triage, assign, and escalate all incoming tickets. 
  • Onboarding administration. 
    • Prepares new hire hardware for deployment.
  • Responsible for maintaining inventory accuracy and coordinating equipment logistics.
    • Order, receive, unboxing and organizing deliveries. 
    • Track and issue hardware, software, and peripherals.
    • Vending machine management.
    • Please note this office location operates 24/7 and some shifts may be atypical.

Qualifications

  • A deep understanding of root-cause analysis.
  • Strong understanding of Mac OS architecture.
    • Ability to perform command line troubleshooting to resolve individual application failures.
    • Mac OS X system administration and applications, including OS configuration, troubleshooting, and knowledge of applications including MS Office, iWork, VMware Fusion, Apple Remote Desktop.
  • Strong knowledge of Windows is a plus.
    • Resolve issues ranging from registry conflicts to troubleshooting system crashes and performance issues.
    • Troubleshooting and application support, including MS Office.
  • Working knowledge 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 and WebEx.
    • Issue and bug tracking software platforms, preferably JIRA.
    • Documentation tools, including Confluence.
    • Familiarity with Casper Endpoint Management Solutions. 
  • Excellent interpersonal communication skills, including the ability to collaborate with and support others in a team environment.
    • Ability to deliver outstanding customer service and provide simplified explanations of complex technical issues.
  • Ability to apply critical thinking to complex user requests, and provide as much context and information as possible, in order to deliver the best possible solution.

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