Service Desk Technician L1

Covestic Inc; Greater London; Hybrid; GBP 21,000 - 32,000; Full time

Job summary

Milestone Technologies is seeking a Service Desk L1 Technician to join our IT team in a fast-paced environment, delivering high-quality user support across Mac, Windows and Linux. You will be the first point of contact for internal IT requests, handling hardware, software, accounts, and onboarding for new hires.

The role emphasizes customer service, strong troubleshooting, and collaboration with vendors. You will use Jira for ticketing and work across network and AV setups, ensuring secure

Qualifications

• Previous customer service experience.
• Strong troubleshooting 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 skills and the ability to simplify explanations of complex technical issues.
• Ability to work with limited supervision, adapt to changing needs, and stay focused while performing repetitive tasks.
• Fluent in English.

Responsibilities

• Act as the primary contact for all internal IT support requests.
• Provide hardware, software, and account service desk support and education to end users on various devices.
• Troubleshoot Mac, Windows, and Linux software and hardware through service desk channels 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 connectivity, authentication, remote access, and secure Wi‑Fi.
• Procure, provision, and deploy equipment for end users.
• Work with external vendors for procurement and services.
• Onboarding administration for new hires, including hardware preparation and training on software procedures.
• Perform setups, break-downs, and transport of equipment.
• Manage AV equipment, tickets, and resolutions through Jira.
• Examine and improve internal procedures to enhance office workflows.
• Collaborate with vendors to solve technical issues.
• Deep understanding of root-cause analysis and Mac OS architecture.
• Resolve issues from registry conflicts to system crashes for Windows and Mac OS.
• Working knowledge of Active Directory, Google Apps for Business, cloud storage services, basic terminal commands, communications, and video conferencing tools.
• Basic understanding of networks, including TCP/IP, UDP, IP schemas, LAN/WAN design and administration, and wireless networking.

Skills

Customer service

Troubleshooting Mac/Windows/Linux

Jira

Networking basics

Active Directory

MDM setup

Video conferencing tools

Clear communication

Tools

Jira

Crestron

Extron

Revolab

Job description

Milestone Technologies is actively searching for a highly skilled Service Desk L1 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.

Responsibilities

• 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 escal ate 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.

Skills and Qualifications

• 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 skills and the ability to simplify explanations of complex technical issues.
• Ability to work with limited supervision, adapt to changing needs, and stay focused while performing repetitive tasks.
• Self‑motivated, detail‑oriented, and able to work in a team environment.
• Fluent in both the local language and English.