Service Desk L1 Technician

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 ServiceNow. 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 around the globe.

Job Overview

How You Will Make An Impact:

• Obtaining and evaluating all relevant data to handle complaints and inquiries
• Identifying, escalating priority issues and reporting to the high-level management
• Handle multiple support tickets at the same time., Desktop Support Helpdesk Support, Should know about the SLA and its criticality,
• Handle multiple support tickets at the same time., Desktop Support Helpdesk Support, Should know about the SLA and its criticality
• Answering phones from customers professionally and responding to customer inquiries and complaints
• Handling and resolving customer complaints regarding product sales to customer service problems
• Processing forms, orders, and applications requested by the customers
• Managing administration, communicating and coordinating with internal departments
• Routing inbound calls to the appropriate resources
• Following up complicated customer calls where required
• Researching required information using available resources
• Completing call notes and call reports as necessary and updating them in the CRM
• Other duties as assigned
• Monitoring and Incident Management, Be able to observe and report Incidents with in the SLA, Follow escalation process, Attentive and Vigilant in observing incidents through various monitoring tools, Able to Multi task
• Recording details of comments, inquiries, complaints, and actions taken
• Answering phones from customers professionally and responding to customer inquiries and complaints
• Providing customers with the organization’s service and product information

What You Will Need to Succeed:

• Experience up to 8 yrs Call based support
• -> Windows and Linux environment work, Observe and Alert Threshold Violations
• Should have adequate Customer Handling Skills over the phone and onsite
• Good Emailing etiquette, Skills with knowledge of using Outlook, Knowledge of IT environment Support (Desktops, Laptops Printers), Handle IT Incidents and Tickets,
• Experience in the IT support desk tools will be added advantage for troubleshooting IT environment remotely with Software

Compensation

Estimated Pay Range: The estimated pay range for this position is USD $31.00/Hr - USD $34.00/Hr and is a Non-Exempt role.

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

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