Milestone Technologies, Inc.

Stability Support Technician

Job ID
2017-5463
# of Openings
1
Category
IT/Engineering
Hire Type
Regular Full-Time
Job Category
Other

Overview

The Stability Support Desk is the team of first responders of stability issues affecting the tools we use to review social media content. This team investigates, documents, escalates, and follows issues while working closely with their customers, both engineering and vendors around the world. This team provides administrative and lossless prioritization support to assist tools and analytics teams to take the most impactful actions within established SLAs. We currently work with multiple verticals while managing smaller projects.

Responsibilities

  • Investigate, document, and refer/follow issues as appropriate.
  • Solve issues independently, operating efficiently with minimal supervision.
  • Provide comprehensive administrative support to tools and analytics teams.
  • Challenge existing stability solutions and systems with a goal to execute on an efficient, lossless, and documented stability protocol.
  • Provision and manage permissions for all tools.
  • Provides all possible context and information needed so that task is actionable by an engineer or other person who will supply a solution.
  • Understand the source of the issue and provide guidance on how to prevent similar issues in the future.
  • Report the status of the program as related to the established performance metrics.
  • Applies critical thinking to complex requests, and provides as much context and information as possible to deliver the best solutions as quickly as possible.
  • Seeks feedback from other Technicians to optimize and improve support, while also maintaining a solid understanding of general user support needs and requirements.

Qualifications

  • Agile and exhibits a strong sense of urgency.
  • Exceptional professionalism and customer-service skills.
  • The desire and ability to have an impactful conversation with users about their support needs and requirements.
  • Excellent task management, verbal & written communication skills, combined with relentless follow-up.
  • Highly motivated to provide a positive user experience.
  • Bold problem solving
  • Must be comfortable working in a fast-paced, demanding environment, under immense pressure.
  • Effective self-teaching of tools, relevant people, and anticipated changes that may affected stability.
  • Recognize coding language types when errors are included in a ticket.
  • Be comfortable communicating to XFN partners who have different customs of communication.
  • Deep understanding of fault domain isolation and root-cause analysis
  • Proven experience resolving secure network access problems

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