L2 IT Support Specialist

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee‑first, performance‑based culture and for over 25 years, we have a demonstrated history of supporting category‑defining enterprise clients that are growing ahead of the market.

The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and Service Now. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential. Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short‑term and long‑term value to our clients and apply continuous service improvement to deliver transformational benefits to IT.

With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people‑first approach, Milestone continues to deliver industry‑leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Milestone Technologies is actively searching for a highly skilled Service Desk L2 Technician to contribute to the effective management of IT operations and application support. As part of our IT team, candidates must be technology enthusiasts with a commitment to delivering exceptional technical and non‑technical support, outstanding customer service, and timely solutions. The ideal candidate thrives in a fast‑paced, high‑pressure environment.

• Act as the primary contact for all internal IT support requests.
• Provide hardware, software, and account Service Desk support and technical education to end users on various devices.
• Troubleshoot Mac, Windows, and Linux software and hardware through service desk walk‑ups, chat, video conference, and Jira.
• Set up mobile phones, MDM, email, VPN, and internet access for users via the secure company network.
• Triage, assign, resolve, or escalate all incoming tickets.
• Perform general Network troubleshooting for network connectivity issues, digital authentication, remote access, secure Wi‑Fi, and wired connectivity.
• Procure, provision, and deploy equipment for end users.
• Work with external vendors for procurement and services.
• Onboarding administration, including preparing new hire hardware for deployment and educating new hires on software and technology‑related procedures.
• Perform set‑ups, break‑downs, and transports equipment for new and existing end users.
• Manage AV equipment, tickets, and drive resolutions through the Jira ticketing system.
• Examine, design, and implement new internal procedures to improve office procedures.
• Collaborate with software and hardware vendors to solve technical issues.
• Deep understanding of root‑cause analysis and strong knowledge of Mac OS architecture.
• Resolve issues ranging from registry conflicts to system crashes for Windows and Mac OS.
• Working knowledge of various technologies, including Active Directory, Google Apps for Business, cloud storage services, basic terminal command knowledge, communications, and video conferencing tools.
• Basic understanding of networks, including TCP/IP, UDP, IP schemas, LAN/WAN design and administration, and wireless networking.

• Previous customer service experience.
• Strong troubleshooting skills for Mac, Windows, and Linux environments.
• Familiarity with Crestron, Extron, Revolab, and video conferencing technologies.
• Understanding of analog and digital signal flow; cable termination experience is a plus.
• Excellent interpersonal communication…