Job Description

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 2,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe. Job Overview:
As a Technical Team Lead, you are responsible for supporting client technology and services located onsite at the client location(s). This includes but is not limited to general support of the Windows desktops, server systems, and Linux devices in a lab environment. This is an internal end-user employee-facing role where your skills in maintaining and developing relationships with internal users and executive staff are crucial.

• Help train and support Engineering Lab Techs
• Support Lab Support team in deployments, & troubleshooting
• Assist in the planning of new Lab projects and programs related to security, efficiency, and asset management
• Assist in escalation for desktop or network support issues from Tier II Lab Support
• Works with labs to assure accurate inventory
• Can assist in future capability planning and implementation; this includes asset utilization, support utilization, purchasing
• Work with labs to understand day-to-day issues and complexity to act as an advocate and trusted partner of the Lab

How You Will Make An Impact:

• Plan, design, implement and support hardware and software installation projects
• Analyze, test, and debug compute device systems
• Customize systems for specific functional areas or unique user needs
• Laptop/Desktop/Server Break-Fix, Remote Desktop/Server Support
• Support OS, variety of applications, security agents/services, and hardware issues for users (Windows and Linux)
• Work with IT Infrastructure teams to set up and maintain existing infrastructure environments and assist with local changes
• Problem diagnosis and resolution
• Ensure client satisfaction and client management
• Provide user training and education
• Reporting to customers and management on status, resource needs, and projected outcomes
• Mentorship and training of Lab Support 2 Technicians
• Project management
• Works on highly complex problems in which analysis of situations or data requires an evaluation of intangible variables.
• Provides second & third-level support to all individuals in the end user support organization.
• Exercises independent judgment in developing methods, techniques, and evaluation criteria for obtaining results.
• Acts independently to determine methods and procedures on new assignments, making recommendations to management when unable to resolve issues.
• Shortens time, reduces cost, and improves technical support and issue resolution quality for staff and partners, driving this improvement through the entire lab support team.
• Coordinates the testing, preparing, and deploying new software, enhancements, and upgrades.
• Tracks all issues and presents report information to the Lab Manager outlining issues, escalations, and projects.
• Maintains desktop, printer hardware, and software documentation
• Develops written instructions and FAQs to guide customers and partners.
• Secures computer equipment for project teams and operations.

What You Will Need To Succeed:

• Typically requires a Bachelor's degree and a minimum of 3-5 years of related experience, or an advanced degree without experience or work equivalent.
• Job experience and history focused on Desktop/Server Support in a Lab environment

• Proficient in Linux and Microsoft Windows. Skilled in all diagnostics, commands, etc.
• Experienced in utilizing an array of imaging and desktop tools,
• Knowledge of Personal Computer Hardware, Desktop Software, Windows 10, Administration, Anti-Virus, Internet Browsers, and Internet connectivity.
• Demonstrated proficiency and professionalism when interfacing with customer employees, executives, and VIPs when providing Lab Support
• Leadership ability to ensure technological growth and professionalism of Lab Support teams and colleagues.
• Ability to multitask and manage multiple priorities in a fast-paced environment
• Ability to diagnose and solve complex technical issues
• Ability to professionally perform and communicate in stressful and high-impacting situations
• Good oral and written communication skills
• Ability to work collaboratively with other IT Regional Specialists and cross-functional technical team members to support deadlines; ability to work independently as well
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment
• Ability to follow standard engineering principles and practices
• Creative approach to problem-solving
• Ability to travel to customer sites for installations, troubleshooting, user training, and relationship management
• Excellent analytical and problem-solving skills are required, as well as can troubleshoot issues outside the defined area of expertise.
• Must be a quick learner and team player with excellent organizational skills.
• Strong attention to detail regarding documentation is a must.