L2 Service Desk Technician

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 highly capable L2 Service Desk Technician to provide advanced technical support while guiding day-to-day service desk operations. This role serves as a key escalation point for complex issues and plays a critical role in improving service quality, mentoring team members, and driving operational excellence.

What You'll Do

• Act as a primary escalation point for complex end-user issues, ensuring timely resolution or escalation
• Troubleshoot across endpoints, applications, access, and collaboration tools in enterprise environments
• Support and maintain core platforms such as ITSM tools, identity systems (e.g., Okta/Azure AD), MDM (Intune/Jamf), and productivity suites (M365/Google Workspace)
• Perform root cause analysis and contribute to long-term problem resolution and service improvements
• Identify trends and recurring issues, driving initiatives to improve stability and reduce ticket volume
• Lead by example—mentor technicians, provide guidance, and reinforce best practices
• Assist with queue management, prioritization, and SLA adherence to ensure consistent service delivery
• Collaborate with L3 engineers and cross-functional teams to resolve complex or systemic issues

What We're Looking For

• 3–5+ years of IT support experience in a service desk or end-user support environment
• Strong troubleshooting skills across macOS, Windows and ChromeOS, applications, and user access issues
• Experience with enterprise tools such as:
• Identity platforms (Okta, Azure AD)
• Endpoint management (Intune, Jamf)
• Collaboration tools (Microsoft 365, Google Workspace)
• ITSM platforms (ServiceNow or similar)
• Proven ability to handle escalations and guide junior team members
• Strong communication skills and a customer-first mindset
• Ability to prioritize, manage workload, and operate in a fast-paced environment

Nice to Have

• Basic scripting or automation experience (PowerShell, Bash)
• Experience contributing to process improvements or documentation
• IT certifications (e.g., CompTIA, Microsoft, ITIL)

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.