Support Analyst L1

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