Service Desk Lead L3

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.

As a Technical Escalations Specialist at Milestone, you will play a critical role in facilitating testing, validation, training, and rollouts of both hardware and software products for various product owners, teams, and projects. You will also be responsible for training technicians, managing escalations, and providing valuable feedback to our stakeholders. Your expertise and attention to detail will help ensure the highest level of service quality and customer satisfaction.

Key Responsibilities:

• Infrastructure Systems and Process Integration
• Ability to understand, document, and communicate changes in the infrastructure to technical and non-technical audience
• Work as technical liaison between product owners and technical and non-technical stakeholders
• Testing and Validation:
• Collaborate with product development teams to define testing strategies and requirements for new hardware and software products.
• Execute test plans, perform validation testing, and ensure that products meet quality and performance standards.
• Identify and report defects, working closely with development teams to resolve issues.
• Training and Knowledge Transfer:
• Develop training materials and programs for technicians and end-users.
• Conduct training sessions to educate technicians on product features, troubleshooting, and best practices.
• Promote knowledge sharing within the organization to enhance technical skills.
• Rollouts and Implementation:
• Coordinate and support product rollouts and implementations, ensuring a smooth transition for customers.
• Provide technical expertise during deployment, addressing any issues that arise.
• Monitor post-implementation performance, report on post-implementation results, and make recommendations for improvements.
• Escalation Management:
• Act as a point of contact for escalated technical issues, both internally and externally.
• Prioritize and investigate escalated cases, working diligently to find resolutions.

• Maintain clear and timely communication with stakeholders throughout the escalation process.

  Feedback Delivery:

• Gather and document customer feedback, technical issues, and enhancement requests.
• Collaborate with development teams to provide feedback on product improvements, new features, and bug fixes.
• Participate in product design discussions to ensure customer needs are met.

Qualifications:

• Bachelor's degree or commensurate experience in Computer Science, Information Technology, or a related field.
• Proven experience in technical support, quality assurance, or a similar role in the hardware and software industry.
• Strong technical aptitude and the ability to quickly learn and understand complex systems.
• Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical stakeholders.
• Training and presentation skills with the ability to deliver effective training sessions.
• Problem-solving mindset, attention to detail, and the ability to handle multiple tasks simultaneously.
• Customer-focused approach with a commitment to delivering high-quality solutions.
• Knowledge of hardware and software testing methodologies and tools is an advantage.
• Ability to multitask/work multiple efforts at once

Preferred Skills

• Documentation and training experience
• Data Analysis experience
• Project tracking and results reporting

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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.