Technical Field Operations Technician

Milestone Technologies, Inc.; Atlanta (GA); On-site; USD 50,000 - 70,000; Full time

Job summary

Milestone Technologies is seeking an IT Field Support Specialist to provide on-site, white-glove support in fast-paced tech offices. You will assist internal employees face-to-face, via chat, and over the phone, while coordinating travel to regional offices for in-person coverage.

The role requires strong time-management, adaptability, and a friendly, professional demeanor. Proficiency with AD, Office Suite, RSA, Okta, and collaboration tools is preferred.

Qualifications

• Excellent multi-tasking and time management in a fast-paced environment.
• Flexible and resilient; adaptable to change and new concepts.
• Ability to follow proper escalation paths.
• Inviting, friendly personality with strong interpersonal skills.
• Capable of note-taking and documenting interactions clearly.
• Maintain tidy work area and inventory for quick replacements.
• Working knowledge of Active Directory and basic AD administration.

Responsibilities

• Provide white-glove, on-site support to employees face-to-face, via chat, and by phone.
• Coordinate travel to regional offices for in-person support.
• Update users on incident status and progress of requests.
• Educate users on basic functions and new technologies.
• Troubleshoot network connectivity, authentication, and secure Wi-Fi access.
• Support applications and tools including Office, RSA, Okta, and collaboration apps.
• Provide desk-side support during business hours, 8am–5pm, Mon–Fri.
• Maintain local hardware inventory for replacements.
• Assist with IT escalations affecting the site and conference room upkeep.
• Collaborate with Office Manager on issue resolution and wallboard maintenance.

Skills

Customer service

Face-to-face support

Time management

Adaptability

Communication

Escalation guidelines

Note taking

Organized workspace

Tools

Active Directory

Office Suite

RSA

Okta

Zoom

WebEx

Jabber

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 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

We are seeking a skilled IT Field Support Specialist to join our team, providing exceptional on-site support in fast-paced tech offices. This role supports a globally recognized leader, and we are looking for a stellar representative to deliver above-and-beyond service to our client.

How You Will Make an Impact

• Provide White-Glove concierge-level customer experience supporting internal employees face-to-face, via chat, and over the phone
• Schedule and communicate travel to regional offices to provide in-person support regularly
• Constantly update users on the status of their incidents, requests, or problems
• Educate users on basic functions and new technologies to streamline their workflow
• Troubleshoot network connectivity issues, including digital authentication, remote access, secure Wi-Fi, and wired connectivity to the internal network
• Support users on applications and tools within the environment, including Office Suite, RSA, Okta, Collaboration tools (Zoom, WebEx, Jabber, etc.), Mac and Windows OS
• Provide walkup/desktop support during normal business hours, Monday to Friday from 8 am to 5 pm
• Maintain local inventory to ensure replacement equipment is always on hand
• Support IT escalations impacting the site
• Provide conference room support and maintenance
• Coordinate closely with the Office Manager to determine the best course of action when issues arise
• Support Local Wallboard maintenance

What You Will Need to Succeed

• Excellent multi-tasking and time management skills and ability to thrive in a fast-paced, high-pressure environment
• Flexibility and resilience, adaptable to a high-change environment, and open to new concepts and/or processes
• Ability to follow proper escalation paths
• Inviting personality, friendly, and sociable
• Ability to take notes and record all interactions and steps taken with users
• Ability to keep work area clean and organized
• Working knowledge of Active Directory and basic AD administration

Compensation

Estimated Pay Range:

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.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.