Support Analyst L1

Overview Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive business outcomes such as digital transformation, innovation, and operational agility. Milestone focuses on an employee-first, performance-based culture and supports category-defining enterprise clients across various domains, including Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Our seasoned professionals deliver services based on Milestone’s best practices and service delivery framework. By leveraging our knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to IT. With Intelligent Automation, Milestone helps businesses accelerate their IT transformation, focusing on business objectives and productivity. We serve more than 3,000 employees across over 200 companies worldwide and continue to innovate for our clients. Job Overview Milestone is searching for a Support Analyst to join our team. Ideal candidates will have a strong desire for investigating and correcting issues and ensuring strong client loyalty and high satisfaction. The Support Admin 1 position performs alert-based investigations and supports service requests. The troubleshooting process is completed by following steps outlined in team process documentation and knowledge articles. Team collaboration is key to assisting the customer in resolving alerts and service requests and gathering data for active issues. Responsibilities Perform alert-based investigations and support service requests according to team process documentation and knowledge articles. Collaborate with team members to assist customers in resolving alerts and active issues. Gather data and information necessary for issue resolution and service improvement. Maintain strong client loyalty and high satisfaction through effective communication and problem solving. Required Qualifications 1+ years’ experience working in IT operations support following procedures, gathering metrics, and documenting fault and degradation conditions 1+ years’ experience in alert monitoring for enterprise-level environments (infrastructure: server hardware and networks; applications: cloud, internal and external facing) Ability and willingness to work in a shift environment providing 24x7x365 support Excellent customer service skills with the ability to respond to questions and requests in a helpful, empathetic, and professional way Strong interpersonal and English verbal communication skills, capable of working closely and effectively within a diverse team Superior English written communication skills, preferably with experience following basic grammar rules, templates, styles, and standards Highly motivated, detail-oriented individual contributor interested in continuous improvement Proven ability to maintain appropriate urgency and focus in a stressful environment Demonstrated ability to react quickly and handle multiple, complex tasks with little to no forewarning Ability to solve complex problems, meet tight deadlines, and meet mission-critical Service Level Agreements Proven capacity to balance multiple responsibilities without compromising work quality Preferred Qualifications IT-related degree or certification Prior experience with ITIL Prior experience analyzing data and pulling service logs to investigate trends and identify errors Exposure to the following technologies (non-engineer level): Basic Linux for the DC environment, Azure (Microsoft stack), AWS (CloudWatch), Jira (ticketing), Confluence (documentation), Slack (team communication) 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 Milestone strives to create a workplace that reflects the communities we serve and work with. We are committed to equal employment opportunity for all applicants and employees and will not discriminate 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 law. We also make reasonable accommodations for disabled applicants and employees. We welcome diverse backgrounds, cultures, experiences, knowledge, and perspectives to our global community. #J-18808-Ljbffr