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IT Support Technician - L2 job

Milestone TechnologiesRedwood City, CA
Milestone Technologies jobs

Company

Salary

Skills

Company Description

Milestone Technologies, Inc.
Dream IT. Innovate IT. Achieve IT.

Since 1997, Milestone has been helping clients create and operate their critical IT infrastructures so they can focus on their core business. A few things that make us special:
Passionate Culture: We take pride in our people. Collaborating in a fun environment allows us to keep ideas fresh. We value diversity and encourage people to share their unique perspectives and experiences.

Boundless Opportunities: We love it when people explore. Being exposed to Fortune 100 companies allows our people to learn, grow, and be comfortable in many diverse environments.

Flexible Environment: We understand that personal issues and increased workload happens. We’ve built an environment where employees can balance their work and personal life which increases productivity and creates a healthy lifestyle.
We’ve got 1400 employees in over a dozen countries and growing. If you are interested in becoming a Milestonian, we’d love to hear from you.

Job Description

Overview

Milestone is looking for a technician to work with our logistics team at our client. This position will be directly responsible for daily responsibilities in and around the client campus and will include asset life cycle support in key areas such as, shipping and receiving, deployment, inventory management, and much more. This person will support the and lead the deployment team but may be cross-trained across other department responsibilities as listed below.

 

About Milestone Technologies

Milestone Technologies, Inc. is a global Managed Services Provider (MSP), delivering strategic IT support to over 200 organizations in 20 countries. Our 2,000 employees help enterprises leverage both technology and people to improve service quality, reduce costs, and increase efficiency. Founded in 1997 by Prem Chand, Milestone is headquartered in Fremont, CA and services the IT needs of many Fortune 500 companies. Our portfolio of services includes End-User IT support, Data Center operations, and Contact Center services.

Responsibilities

Process Support

       Receiving and processing equipment, HW/SW from suppliers and other client locations.

       Purchase Order/Request Reconciliation

       Tag inbound Assets as needed

       Record User information, service status and location (address/building/floor/rack)

       Maintain Inventory, Maintain IT Asset CI Attributes, Maintain Deployable Technology List, Maintain CI relationship mapping (parent/child)

       Maintain IT Asset Management SOPs and Policies

       Maintain a Consumables Inventory

       Document IT Equipment Status Changes and Movement Tracking (IMACD) for Outbound Services and Reverse Logistics

       Perform periodic Physical IT Assets Inventory

       Perform Software License Count Reviews

       Ensure Asset Maintenance & Support coverage

       Notification prior to End of Life / End of Support Dates

       Provide regular updates concluding cycle count findings, including variance categories and actions that have been taken to result in more accurate inventory

       Implement Variance Ticket Reconciliation through categorizing variances, tracking root cause and following up on remaining open tickets

       Hold Inventory and components for transfer to 3rd parties for disposal as required

       Use THQ process and variance ticket data to report trending issues regarding process integrity

       Hold for designated 3rd party for disposal

 

Ticket Management

 

       When receiving items, ensure proper movements and updates in Inventory Management System occur

       Manage individual ticket backlog

       Creation of variance tickets at the completion of a cycle count

       Organizing Sheet to Floor cycle counts (daily spot counts) ensuring proper ticket alignment

       Proper handling of any systematic error tasks post cycle count

       Implementation of repeat variance task process when applicable

       Manage and report out on team task backlog and escalations when applicable

       Review and Report out 5% statistical random sample size of the closed tickets weekly for quality and timeliness of deliveries

       Monitor and drive Ticket Handling Quality (THQ) process

       Manage ticket queues to meet or exceed targets, ensure quick time to fulfillment, and maintain high quality

       Ensure proper ticket creation, updating equipment to the In-Transit location in Asset/Inventory Management System and CMDB/ServiceNow.

       Proper completion of equipment returns tasks for both laptops and mobile phones

       Point of escalation for trending issues related to stock levels and supply depot planograms, as appropriate.

       Reviews ticket data to ensure task handling quality meets or exceeds expectations

       Observes and reports on service trends

       Reviews and categorizes all variance data and drives actions to resolve issues

Qualifications

Education/Experience

  • Min 2-3 years or equivalent relevant work experience required
  • Experience working in a corporate IT environment preferred

Technical Skills

  • Proficiency in Microsoft Office
  • Familiarity with inventory management tools preferred
  • Understanding and imaging of different operating systems (Mac, Windows, and Linux)
  • Basic asset break-fix experience, CompTIA A+ Certification preferred

Soft Skills

  • Ticketing System experience is a must have
  • Agile and exhibits a strong sense of urgency
  • Exceptional professionalism and customer service skills
  • Excellent task management, verbal and written communication skills combined with relentless follow up
  • Strong organizational skills and attention to detail
  • Team oriented

Other Job Requirements

  • Available to work 40 hours/5 days per week with offset hours (occasional overtime required)
  • Ability to move/lift at least 25-45 lbs.
  • Basic knowledge of storage safety and operations
Estimated annual salary
$57,865
average
Minimum
$52,014
Maximum
$74,769

TASKS

  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Oversee the daily performance of computer systems.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

SKILLS

  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • WritingCommunicating effectively in writing as appropriate for the needs of the audience.
  • SpeakingTalking to others to convey information effectively.

KNOWLEDGE

  • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Computers and ElectronicsKnowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
  • Engineering and TechnologyKnowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
  • English LanguageKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Milestone Technologies

Type

Company - Private

Size

1001-5000

Revenue

$100M to $500M

Location

Multiple locations

Industry

Computer/Internet

Founded

1997

CEO

Prem Chand

Job Filters

Network EngineerMilestone Technologies, Inc.Richardson, TX
Title Networking Engineer Overview Milestone Technologies, Inc. is a global Managed Services Provider (MSP), delivering strategic IT support to over 200 organizations in 20 countries. Consultants shall provide individuals for IT staff augmentation to fill...Read more
Sr. Network EngineerMilestone Technologies, Inc.Phoenix, AZ
Title Networking Engineer Overview Milestone Technologies, Inc. is a global Managed Services Provider (MSP), delivering strategic IT support to over 200 organizations in 20 countries. Consultants shall provide individuals for IT staff augmentation to fill...Read more
Strategic Client ExecutiveMilestone TechnologiesSan Francisco, CA
**Overview** At Milestone, we know IT, and were consistently driving innovation in infrastructure operations to improve the overall customer experience. As a Managed Services Provider (MSP), we use technology intelligently to make IT infrastructures...Read more
EHS Project Specialist III (Project Management)Milestone TechnologiesMenlo Park, CA
OverviewMilestone Technologies, Inc. is a leading IT Managed Services and IT Professional Services solutions provider headquartered in the Bay Area and serving clients globally. Our unique approach to IT Managed Services includes Contact Center Services...Read more
Senior Badging AdministratorMilestone TechnologiesMenlo Park, CA
Overview Company Overview Milestone Technologies, Inc. is a leading IT Managed Services and IT Professional Services solutions provider headquartered in the Bay Area and serving clients globally. Our unique approach to IT Managed Services includes Contact...Read more

Closed Job Filters

IP Protection Lead - PS IMilestone TechnologiesRedmond, WA
IP Protection Lead - PS I IP Protection Lead - PS IJob ID 2019-10075# of Openings 1Category IT/EngineeringHire Type Regular Full-TimeJob Category IT Security Overview Milestone Technologies, Inc. is aRead more
IT Help Desk SupportMilestone TechnologiesSan Jose, CA
his position is responsible to provide IT Site Support to Western Digital employees, located at its headquarter in San Jose, CA. The qualified candidate will be responsible to providing supportRead more
Logistics Specialist L1Milestone TechnologiesFort Worth, TX
Overview A unique position in which the Logistics Specialists is responsible for the execution of material logistics in a data center environment. This includes the shipping/receiving, storage,Read more
Logistics Specialist L1 - Eagle MountainMilestone TechnologiesEagle Mountain, UT
Overview A unique position in which the Logistics Specialists is responsible for the execution of material logistics in a data center environment. This includes the shipping/receiving, storage,Read more
IT Field Technician (Bench)Milestone TechnologiesSan Francisco, CA
Overview Milestone Technologies, Inc. is seeking an IT Field Tech to assist in the management of IT operations and application support at local Uber offices. This position is responsible forRead more
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