Service Desk Lead L3

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