Milestone Technologies is a top provider of IT support services and shared services for leading internet, social media, enterprise software, and biopharmaceutical companies These customers are household names and Global 50 players – an impressive logo list!
Milestone Technologies is seeking an experienced Service desk Technician-L2 to join our Support team
Service Desk L2 - 3 Nos (3-5 Yrs Exp with Desktop +Voice+Basic Server+Networking)
Responsibilities
Identify and diagnose issues and problems reported by end users for Desktop and Voice and provide on call resolutions (FCR)
Basic troubleshooting for Networking and Server devices
Record, classify and track new Incidents and service requests, and moving them into the correct resolver groups Ensure all incidents/service request are processed within the customer SLA for resolution and response time
Must understand ITIL and experience in Incident Management and tools like BMC Remedy, JIRA or Service Now
Skills to fix Level 1 issues related to Desktop and Cisco Voice
Work with Multiple stake holders in following up on the status of Incidents (P1, P2, P3) and service requests
Provide Service Request assistance for end users like Password Resets, Microsoft office assistance etc
