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# Service Desk Technician L2

- **Company:** Milestone Technologies, Inc.
- **Location:** London, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Access Network, Active Directory, Macintosh Computers, Apple IOS, Apple Mac Systems, JIRA, Command-Line Interface, Collaborative Software, Microsoft Exchange Server, Issue Tracking Systems, Network Security, Remote Access Technology, Wi-Fi Technology, Okta, Juniper, Slack, Gsuite, Cisco
- **Published:** May 14, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=18929246da4cc875

## About the Role

Do you have experience in macOS?, * Strong interpersonal communication skills with a high degree of empathy

 * Comfortable navigating client-based systems (Mac & Windows) and assisting users with advanced functionality
 * Experience supporting Macs in a commercial or enterprise environment preferred
 * Applied experience with Microsoft Exchange, including a firm understanding of groups and permissions
 * Comprehensive understanding of Mac OS from command line troubleshooting to resolving application failures
 * Knowledge of Windows is a plus, including resolving registry conflicts and troubleshooting system crashes
 * Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment
 * Deep understanding of fault domain isolation and root-cause analysis
 * Working knowledge of Active Directory and basic AD administration is desirable
 * Proven experience resolving secure network access problems involving digital certificate authentication and client remote access services using Juniper Networks or Cisco solutions
 * Working knowledge of video collaboration tools, experience with Zoom a plus

## Description

* Occasionally attend regional offices if needed
 * iOS support experience is a significant standard for our projects
 * Utilize ticketing system and knowledge base content
 * Working off knowledge base content
 * Experience with tools like Jira, Slack, Google Suite, Okta (SSO), Zoom, 2FA, and Admin Support is beneficial
 * Apply critical thinking to resolve complex user requests efficiently
 * Troubleshoot client-side network connectivity issues, including digital authentication, remote access, and secure Wi-Fi
 * Supports user requests and performs break/fix or remote installations as needed
 * Assists remote users with access problems ranging from password resets to network access failures
 * Support messaging & calendaring services and content collaboration
 * Provide user-facing support for mobile devices
 * Lead in task (ticket) processes and provide coaching for other Technicians
 * Understand team metrics and take actions based on current service trends
 * Attend and participate in weekly team syncs, contributing to actionable discussions
 * Actively seek answers when technically challenged, displaying learning agility
 * Seek feedback from other Help Desk Technicians for continuous improvement


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