Posted: 13 June
The role
Company Overview
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. The company is focused on building an employee‑first, performance‑based culture. Milestone has a demonstrated history of supporting category‑defining enterprise clients for over 25 years, delivering solutions across 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, applying continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation and our people‑first approach, we help businesses accelerate IT transformation and improve employee productivity. With more than 3,000 employees serving over 200 companies worldwide, we are committed to revolutionizing the way IT is deployed.
Job Overview Responsibilities
Internalize and utilize documented procedures, styles, and standards for a consistent incident management experience
Obtain and record all significant efforts during the investigation and mitigation of a service outage
Craft clear, concise summaries of triage and mitigation efforts and the current service state
Identify and document significant milestones during the investigation and mitigation of a service outage
Identify and document key stakeholders involved in the investigation and mitigation of a service outage
Coordinate with service engineers to identify additional support and quickly engage those resources when necessary
Communicate with multiple stakeholders during service outage investigations via voice and chat
Coordinate closely with peers and team leaders during complex or extended service outages
Prepare postmortem documentation for the outage root cause analysis
Respond to manual escalations and communications with the assistance of a senior team member or shift lead
Monitor communication tools to track incoming incidents and assign them to the appropriate team member
Skills
1+ years of experience in IT support fields such as operations or service desk
Experience in following procedures, gathering metrics, and monitoring automated and manual notifications
Experience supporting enterprise‑level applications, server hardware, databases, and networks
Experience using alerting, incident management, and work tracking tools like ServiceNow or Jira
Demonstrated ability to respond quickly and follow complex processes in a dynamic environment
Proven capacity to balance multiple responsibilities without compromising quality, even in high‑pressure situations
Highly motivated, detail‑oriented individual contributor with outstanding organizational skills
Strong interpersonal and verbal communication skills, capable of working effectively within a diverse team
Superior written communication skills, including following basic English grammar rules, using templates, and adhering to documented styles and standards
Excellent customer service skills, responding to questions and urgent requests in a helpful, empathetic, and professional manner
Ability to work as part of a 24x7x365 team with shifts that include weekends and public holidays
Qualifications
IT‑related degree or certification
Working knowledge of ITIL or a similar service management model
Prior experience working in a large multinational team
Compensation
Estimated Pay Range: 36,600 EUR/year
Commitment to Diversity & Inclusion
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 that 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.
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