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Technical Trainer/writer 🔥


Overview

Milestone Technologies, Inc. is a leading IT Managed Services and IT Professional Services solutions provider headquartered in the Bay Area and serving clients globally. Our unique approach to IT Managed Services includes Contact Center Services, Internal IT Support, Data Center Operations, Workforce Solutions, and IT Professional Services

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 2,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed around the globe.

Job Overview

In this role, you will deliver training courses that are part of a defined curriculum to support a hyper-scale, global data center organization which utilizes Open Compute Platform hardware.

The Technical Trainer/Writer assesses the training needs of our Employees and then develops the training curriculum that provides users with the necessary product (hardware and software) training in order to function well in their jobs.

The Technical Trainer/Writer will be responsible for creating documentation to assist the team with communication, training, projects, organization, processes and procedures, and will also be expected to help with the creation of the Certification Exams, aimed at driving consistent adherence to processes across a geographically diverse organization.

*This position is assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at the client site.

How You Will Make An Impact
*

  • Lead the initiative to audit the current knowledge base systems and provide strategic recommendations for changes and improvements
  • Write concise documentation including but not limited to the following: knowledge base: processes, best practices, communications, and presentations
  • Create and maintain internal site content for organization, content, accuracy, and brand
  • Maintain library for communications team’s document control, team collaboration, and external socialization
  • Write and simplify processes and procedures into understandable language, workflows, and instructions
  • Participate in all aspects of documentation development from project planning through project release, including but not limited to:  developing, writing, editing, and publishing the content
  • Look for operational efficiencies while documenting content and communicate areas of improvement within process to SMEs and managers
  • Work collaboratively with various teams and disciplines to develop documentation that satisfies its intended purpose, within schedule and budget limitations
  • Lead or assist with retention, file naming and file storage initiatives
  • Understand and apply context towards different content types, tailor content to best fit audience, and apply critical thinking to ensure that content meets standards
  • Maintain working knowledge of other industry-standard platforms
  • Create internal forms to collect information and kick-off internal tracking process for new project requests
  • Deliver a defined technical training curriculum in an in-person and/or virtual classroom environment
  • Work with the Product Management team and other cross-functional groups to build quality training courses
  • Planning of training logistics and communication templates for large technical rollouts
  • Work with the Operations Managers and Development Teams to understand the training needs of their community
  • Onboard, train and collaborate with contract IT Trainers and other technology vendors
  • Collaborate with the Training Program Manager to plan, build, update the training curriculum and Certifications exams
  • Build course materials such as slide decks, lab handouts, lecture manuals, assessments, and reference guides
  • Support development of digital content such as videos, interactive content, etc. for a Learning Management system
  • Provide feedback to the technical publications team on how to improve the training courses, certifications, and digital content.
  • Travel required up to 40%
  • Bachelor’s degree required
  • 5+ years of experience as a Content or Technical Specialist
  • 3+ years experience in Learning and Development
  • Proficient in MS Suites to include Excel, Outlook, Word, PowerPoint and Visio
  • Proficient in Adobe Photoshop, Adobe Illustrator, InDesign, and Quark
  • Creative / Graphic Design experience
  • Editorial, copywriting, and/or analytics experience
  • Excellent communication, presentation, interpersonal, multi-tasking, and writing skills are required
  • Ability to effectively collaborate and influence across multiple teams and stakeholders
  • Should have an exemplary customer service mindset, be highly motivated, and a team player
  • Ability to work independently, and prioritize job responsibilities
  • Available and able to travel
  • Tableau experience a plus
  • Relevant experience in computer sciences would be an advantage
  • 401(k)
  • Dental insurance
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Referral program
  • Retirement plan
  • Vision insurance
  • 8 hour shift
  • Monday to Friday
  • Technical Writer: 3 years (Preferred)
  • Learning and Development: 1 year (Preferred)
  • Creative / Graphic Design: 1 year (Preferred)
  • Team Lead: 1 year (Preferred)

Work Location: Remote


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