Support Analyst L1

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.

Milestone is searching for 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.

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 and 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 demonstrated ability to respond to questions and requests in a helpful, empathetic, and professional way
• Strong interpersonal and English verbal communicator 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 an appropriate level of urgency and focus in a stressful and potentially distracting environment
• Demonstrated ability to react quickly and to handle multiple, often complex, tasks with little to no forewarning
• Demonstrated capacity to solve complex problems, meet tight deadlines, and meet mission-critical Service Level Agreements
• Proven capacity to effectively 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
• Ideal candidates have exposure (user not engineer-level) to the following technologies.
• Basic Linux – for the DC environment
• Azure – Microsoft stack
• AWS – navigating CloudWatch
• Jira – ticketing platform
• Confluence – Documentation
• Slack – team communication

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.

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.