IT Helpdesk Technician (Mac & Windows) - Milestone Technologies

London, London NW1 3FG

About the Job

Would you like to work in a dynamic fast moving environment that values social interaction as well as technical prowess?

We pride ourselves on hiring bright, driven, enthusiastic people that have experience in supporting Mac and Windows OS. Our workplace is where you will sharpen and develop skills around current and new technology as it emerges. It's a social, vibrant and challenging environment where you can make an impact every day.

We need people who can hold a conversation as well as resolve complex technical issues. We want people for whom going “over and above” is second nature, who value the people behind the problems, and for whom technology is their passion.

We want to deliver the best IT Helpdesk experience and if you think you are up to the challenge then please read on.

Location: Brock St, Kings Cross, London NW1 3FG

This role is based onsite with our client (Facebook).

Hours: Monday - Friday (40 hrs)

Salary: £30 000 - 32 000

Contract: Permanent


  • Provides user support from cradle to grave—whether the support is delivered by you or through another team.
  • Applies critical thinking to complex user requests, and provides as much context and information as possible to deliver the best solutions as quickly as possible.
  • Troubleshoots client-side network connectivity issues, including digital authentication, remote access, secure Wi-Fi and wired connectivity to the internal network.
  • 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.
  • Provides advanced support of personal computing systems, either remotely or face-to-face at one of our Service Desks.
  • Supports messaging & calendaring services and content collaboration.
  • Provides user-facing support of mobile devices.
  • Leads in Task processes, and provides coaching for other Technicians when workflow deficiencies are identified.
  • Has deep understanding of defined team metrics, such as Backlog, Aging, Effectiveness; this technician then takes actions based on the current trends in Service.
  • Attends and participates in weekly team syncs by driving actionable discussions.
  • Provides valuable input via regular posts in Global Help Desk group.
  • Displays learning agility by actively seeking answers when technically challenged.
  • Seeks feedback from other Help Desk Technicians to optimize and improve support, while also maintaining a solid understanding of general user support needs and requirements.

Technical Qualifications:

  • An in depth understanding of Microsoft Outlook™ client (Windows & Mac) and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality.
  • Experience in supporting Macs and OSX in a commercial or enterprise environment is preferred o Applied experience with Microsoft Exchange™ and Office 365 admin, including a firm understanding of Groups and permissions is key.
  • Comprehensive understanding of Mac OS from command line troubleshooting to resolving individual application failures
  • Comprehensive knowledge of Windows, in issues ranging from resolving registry conflicts to troubleshooting system crashes and performance issues.   
  • Deep understanding of fault domain isolation, and root-cause analysis is essential for success in this role.
  • Working knowledge of Active Directory and basic AD administration is desirable.  
  • Proven experience resolving secure network access problems involving but not limited to digital certificate authentication and client remote access services—either using Juniper Networks or Cisco solutions
  • Working knowledge of video collaboration, including tools like BlueJeans Network and WebEx.
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