Global Support Specialist

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

Job Summary:

The IT Service Desk serves as the central contact point for all IT-related incidents and service requests. The IT Support Specialist is responsible for providing technical assistance and support to end-users across the organiza ti on, ensuring customer sa ti sfac ti on, and maintaining a high level of service delivery. Responsibili ti es include installing, diagnosing, repairing, maintaining, and upgrading hardware and so ft ware as needed. This role requires a broad understanding of

standard office technologies to effec ti vely address the technical needs of employees and support overall business opera ti ons. IT Support staff work in a dynamic, fast-paced environment, delivering support via phone, email, in-person, and self-service channels.

Key Responsibilities

• Technical Support and Troubleshoo ti ng:
• Respond to and resolve IT support requests from users via phone, email, and ti cke ti ng system
  
  

(ServiceNow).

• Diagnose and troubleshoot hardware, so 􀅌 ware, and network issues on desktops, laptops, mobile
  
  

devices, and peripherals.

• Document and track issues, ensuring ti mely resolu ti on and excellent customer service.
• Hardware and So 􀅌 ware Setup & Support:
• Set up, configure, and maintain computer systems, so 􀅌 ware applica ti ons, and peripheral devices.
• Fulfil service requests to install, move, add, or change hardware, so 􀅌 ware, or access requirements by
  
  

due dates.

• Install and update so 􀅌 ware applica ti ons, opera ti ng systems, and patches.
• Assist with onboarding new employees, including se 􀆫 ng up equipment and crea ti ng user accounts.
• User Account Management:
• Handle new hire setup, account crea ti on, and termina ti on processes, ensuring seamless access and
  
  

deprovisioning.

• Network and Connec ti vity Support:
• Assist users with network access, VPN connec ti vity, and remote access issues.
• Troubleshoot Wi-Fi and Ethernet connec ti vity issues for both local and remote users.
• Escalate complex network issues to the appropriate team or external support if needed.
• Documenta ti on and Knowledge Sharing:
• Maintain detailed records of support requests and resolu ti ons in the ti cke ti ng system (ServiceNow)
• Create and update documenta ti on for common issues and support procedures.
• Provide basic training to end-users on IT best prac ti ces, so ft ware, and hardware use.
• IT Asset Management:
• Track and manage IT assets, including inventory of hardware, so ft ware licenses, and peripherals.
• Assist in the maintenance and replacement of IT equipment as needed.
• Security and Compliance:
• Follow security protocols and ensure compliance with IT policies, including data protec ti on and
  
  

confiden ti ality.

• Educate users on security best prac ti ces, such as password policies and safe internet use.
• Other
• Support of some client engagements
• Other du ti es as assigned by manager
  
  

Global IT Support Specialist – MNL

Qualifications

• Educa ti on: Bachelor’s degree in Informa ti on Technology, Computer Science, or a related field (or equivalent experience)
• Experience:
• 1+ Years’ Experience as a Desktop Support Technician
• Technical Skills:
• Basic knowledge of IT service management frameworks (e.g., ITIL).
• Understanding of networking, systems, and general IT infrastructure.
• Experience with troubleshoo ti ng and suppor ti ng various IT systems and applica ti ons.
• Proficiency in troubleshoo ti ng Windows, macOS, and common so 􀅌 ware applica ti ons (e.g., Microso ft Office).
• Familiarity with IT support ti cke ti ng systems and remote support tools.
• Hands-on experience with standard deployment tools such as Intune and JAMF, as well as Unified
  
  

Endpoint Management (UEM) systems.

• Experience with mobile device management (MDM) and basic Ac ti ve Directory administra ti on is a plus.
• Basic understanding of Virtualiza ti on and Cloud infrastructure (e.g., VMware, Azure, AWS is a plus)
• So ft Skills:
• Strong customer service and communica ti on skills, with the ability to explain technical concepts clearly.
• Excellent problem-solving skills and a tt en ti on to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• Cer ti fica ti ons:
• CompTIA A+, CompTIA Network+, or similar IT support cer ti fica ti ons (preferred)
• MCSE: Desktop Infrastructure and CCNA a plus
• ITIL Founda ti on or higher, or other relevant ITSM cer ti fica ti ons is a plus
  
  

Working Conditions

• Reports To: Global IT Manager/Supervisor
• Department: Information Technology
• Employment Type: Full-time, onsite
• Flexibility to work across di ff erent time zones – primarily US hours.
• Ability to lift and move IT equipment as necessary.
• Location: Manila, Philippines
  
  

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.

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