Job Description

ABOUT THE IT SUPPORT TEAM

Our support team is broken down into two main groups. The first tier is our first responders, tasked with receiving all support requests and promptly handling them. At times, the requests received are too complicated for the first responders and require more technical troubleshooting. When this occurs, the tasks are handed off to our reinforcements group. The Support Specialist and IT Consultant role are members of the reinforcements group and spends 70% of the day working on the most complex support issues and 30% of the day mentoring the technical team members from the first tier.  Common issues that you will work on include server, network, virtualization, and storage troubleshooting. You will work on problems that may be intermittent and difficult to resolve. 

THIS ROLE IS FOR YOU IF:

• You want to work for a company that listens to its staff and continues to work toward being a Great Place To Work

• You want to work somewhere fun with helpful co-workers and accessible leaders and managers.

• You love Helping People Accomplish More through supporting IT systems.

• You are comfortable and capable of troubleshooting and solving almost any complex issue that may affect a small to medium-sized business

• You’d rather spend most of your time on challenging issues rather than common day to day IT support requests

• You’d like to reduce the amount of time you spend being the initial handler of support requests. You no longer want to be on the front lines of support calls.

• You’d like to spend a part of your day mentoring others with less experience

• You’d like to be surrounded by team members that you can learn from and collaborate with

• You are interested in working in a company that encourages and helps you increase your skill-sets and continue your education through training and certification assistance

• You want to work in a role that consistently provides you with the ability to go home on time

REQUIRED:

• Excellent organizational skills

• Excellent communication skills and professionalism

• Strong passion for working with information technologies

• Ability to diagnose and fix complex hardware and software issues for desktops, servers, cloud services, and networks.

PREFERRED:

• 2 years experience providing IT services to businesses working for an MSP on a helpdesk or 5 years with a single organization (or the equivalent through self-study and individual projects)working on a help desk

ABOUT THE IT PROJECTS TEAM

At Miles Technologies, work is separated into two main categories. The first is support and maintenance and covers anything that was working previously. The second category is project implementation and includes the steps to implement new technology or to introduce a major change to existing technology. The implementation specialist is tasked with documenting the appropriate technical steps to lead to a successful project implementation as well as following those steps and performing the technical work.

Common projects you will implement include cloud migrations, server upgrades and replacements, network equipment upgrades or new installations, and implementation of virtualized/hosted solutions

THIS ROLE IS FOR YOU IF:

• You no longer want to provide direct end user support on a day to day basis

• You are organized and believe in having a plan before starting any work

• You “Love it when a plan comes together”(Source, the A-Team)

• You enjoy the tradeoff of having to perform implementations outside of regular hours for a more flexible work week

• You’d like to be surrounded by team members that you can learn from and collaborate with

• You want to work for an MSP that is considerate of your personal time as well as encourages your career growth

• You want to work somewhere fun with helpful people and accessible managers

RESponsibilities:

• Implement network and infrastructure related projects for our clients

• Troubleshoot and resolve computer and network related problems as they arise during projects

• Perform analysis of IT needs at customer's locations

• Identify technology solutions based on analysis of customers' needs

• Strong and consistent communication with customers

• Documenting work performed and other technical information for our clients

REquirements:

• YOU HAVE WORKED IN AN IT POSITION FOR AT LEAST 3 YEARS IN AN MSP TYPE ENVIRONMENT OR AT LEAST 5 YEARS IF SUPPORTING JUST A SINGLE ORGANIZATION.

Additional Information

LEARN MORE & APPLY AT WWW.MILESTECHNOLOGIES.COM/CAREERS

A MESSAGE RE CORONAVIRUS (COVID-19):

We’re Committed to Always Hiring Great People and to ensure the safety of our candidates and employees we will be conducting all interviews remotely. If you are hired during this time you will have the opportunity to work remotely. After Covid-19 restrictions are lifted, remote work may continue to be an option for you in this role. This can be discussed during the interview process.  If you have any questions, don't hesitate to call us at 856-793-3873