Service Desk L1 Technician
Milestone Technologies
- Hyderabad, Telangana
- Permanent
- Full-time
- Act as the primary contact for all internal IT support requests.
- Provides hardware, software, and account Service Desk support and technical education to end users on computer, mobile devices, and printers.
- Troubleshoots Mac, Windows and Linux software and hardware for end users through service desk walk-ups, chat, video conference and Jira.
- Troubleshoots iPhone and Android mobile phones, iPads, Mifi’s, RDK kits and other IT related hardware in-office, such as printers.
- Sets 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.
- Acts as smart hands services for enterprise Tech Services teams.
- Procures, provisions and deploys equipment for end users
- Work with external vendors (ie Dell, CDW, Thresher, Arkphire, etc)
- Oversees the replenishment and allocation of inventory to their appropriate locations.
- Onboarding administration.
- Prepares new hire hardware for deployment.
- Educate new hires on new software and technology related procedures to secure a swift onboarding process.
- Performs set-ups, break-downs, and transports equipment, such as monitors on an as-needed basis for new and existing end users.
- Procures AV equipment
- Manage AV tickets and drive resolutions through the Jira ticketing system.
- Break/fix resolution for AV software and hardware
- Examines, designs, and implements 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.
- 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, VMware Fusion, Apple Remote Desktop.
- Strong knowledge of Windows. Linux knowledge is a plus.
- Resolve issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues.
- Troubleshooting and application support, including MS Office.
- 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 & Teams
- 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
- Familiarity with Crestron, Extron, Revolab
- Understanding of analog and digital signal flow; cable termination experience a plus
- 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.
- Excellent interpersonal communication skills, including the ability to support others in a team environment while also serving as a single point of tech support
- Ability to work with limited supervision and stay focused while performing repetitive tasks
- Ability to quickly adapt to changing needs, infrastructure, and evolving business processes.
- Self-motivated and detail oriented
- Ability to work with multi-functional teams and external vendors.
- Strong documentation and communication skills
- Strong time management and prioritization skills
- Ability to follow through and execute on assigned tasks
- Ability to identify and report trends
- Must be fluent in both the local language and English.