it support

it support specialist

software engineer

consultant

it analyst

Miles IT

Before working for Miles, I was told many good things about the company, such as the ability to work remotely, raffles for family-oriented events and trips, great PTO policy, flexible work shifts, and career growth opportunities and training provided free of cost. What I got instead was very much the opposite of those expectations. For onboarding, a short orientation class was provided with minimal training for the standards of the company and its belief systems. Following that session, I was left alone with no additional information about the expectations of what the following days and weeks looked like except to start working as soon as possible despite not knowing what I was doing or how to achieve success in my position.

Miles uses a very non-intuitive and profoundly difficult-to-navigate, all-in-one asset proprietary ticketing system called “Striven”. While having an endless sea of documentation, policies, and procedures for the various clients they service and for the expectations of the role within Miles itself. You can very easily find yourself lost trying to find the needed information needed to help customers, in turn, which then leads to issues within the performance-based metric system you are monitored by. You are expected to always answer the phone when rings regardless of what you are already working on. You must also then also provide the customers with time stamps for when they can expect their issue to be resolved. Multitasking is the expectation of the role despite numerous scientific studies confirming it lowers overall employee performance.

You will always be under the gun to provide the “best service” possible whilst documenting the steps taken to resolve a problem. Often trying to meet their unrealistic goalposts that will either make or break your career path with the company. While you can and often should reach out to your team members for information and help. They often will most likely spite you for not knowing something or for asking a question in the first place. This often left me feeling even more alone and isolated and unable to succeed in my role. The management culture at Miles either falls into the style of a “hands-off” approach until you do something wrong type or the micromanager who keeps you on a video call your entire shift to monitor your every move. Both types of management like to focus on what you do not achieve, according to Miles’s performance metrics. They will have one on one's meetings with you, along with weekly team-focused meetings which are often missed for various reasons. 

During my time with Miles, I never felt I was given the tools or knowledge base to have a clear path to success within the company. I would inquire about promised “alternate” shift options and I was told time and time again “We’ll get back to you about that, but finish working on these tasks, and we’ll talk again soon”. When questioned about moving to another open role or position within the company. There always seemed to be an unavailable spot at that time, even though others whom the manager favored over you were given chances at those roles. Additionally, during a meeting about health insurance coverage, employees with chronic illnesses had their coverage intentionally dropped by the plan, and Miles provided little to no support for the now-compromised team members to continue receiving those needed medications, leading to audible crying during the session.

Miles Technologies claims they want to be an industry leader, yet they do not seem to want to retain knowledgeable and experienced individuals that allow for a more productive work environment. They care more about what their metrics say, rather than what the customer wants or needs for the job. Even if you do get good feedback from fellow employees and customers. If you fall behind on the expected performance numbers, your position can easily land into a “role review” leading to the potential loss of your position if you do not exceed those metrics.

What Miles has created here is an indifferent, poorly trained, and intentionally designed low-success rate working environment. In which an ever-revolving door of new faces and employees looking to start or establish their careers here, often find themselves sorely unappreciated and easily discarded. I would not recommend to anyone seeking employment here to do so for any extended period of time and consider their options elsewhere. 


Miles Technologies has a lot of great things going for it. You work with excellent people, you can learn a lot about IT, and you can advance fairly quickly within the company.

However, they do have a massive problem and it's one of the ultimate reasons why I decided to leave.

Their infrastructure for supporting all these customers is eventually going to buckle if they don't hire more people or set boundaries as to how much support they offer customers.

For starters, it is expected that every employee in IT support will do one week of a double shift. That's 12 hours of answering phone calls. After your normal shift ends, you are then expected to answer phone calls from different teams with different customers who have unique infrastructure setups.

So if you don't know anything about Virtual desktops but you know everything about medical programs. You will find yourself struggling to find the answers you need in the often out of date asset library.

The asset library is the bible for all IT support and more often than not the information contained in that library is not organized or it's out of date. They have folder that give you the "category" of information you're looking for, but within that folder could be hundreds of different protocols and SOPS and most of them will not be relevant to what you're looking for.

The reason it's so disorganized is because they don't have a real standard for adding information after the preliminary setup has been complete. The asset library will be 100% accurate during onboarding. But once the customer has been with the company for a while the assets quickly become more and more out of date as things change within the customer's company.

Then the assets because this huge disorganized mess of finding a needle in the haystack only to discover that the needle is in a different haystack or not in the haystack at all.

Some teams have more call volumes than others and there's really no balance to the phone calls. Everyone is expected to answer phones all the time because Miles provides 24/7 support. Unfortunately, even the largest teams often feel understaffed because the phones ring all the time.

You are expected to resolve and close out IT support tasks but are also to expected to answer phone calls. You never know if the call is something simple like needing a printer connected. Or if the call is going to be "our entire VPN is down."

We're supposed to put in a ticket and transfer any tasks that take longer than 15-20 minutes to reinforcements, but the reinforcements on the team are often overwhelmed with their own tasks and projects.

At least in some places, people are given the opportunity to not answer phone calls all the time. In some places you can be off the phones for half a day or the entire day so you can focus on closing out tasks. But at Miles you're always expected to do both because there's not enough people to answer phones while you focus on tasks.

In addition, the pay you are given for starting is awful. You are expected to do a lot of work for peanuts on the dollar. If someone's computer was broken, or the UPS on their server died, or equipment needs to be ordered, -YOU- are expected to contact the purchasing department and arrange for that equipment to be ordered.

If there is a malfunction at the site that requires a technician to be dispatched, YOU are expected to schedule the technician and work with the technician when they arrive on site. All this while you're trying to close out your day's tasks, the tasks left over throughout the week, and answering phones.

That being said, there are a lot of good people that work there and the company is extremely supportive in helping you achieve your goals. If I only had to worry about 5 phone calls a day, and 10+ during a prime-time the decision to stay would have been much easier.

But the current way Miles operates makes it seem that they're still running like an indie startup when they need to be transitioning to enterprise level support.

I imagine this company is going to hire a lot of people in the future, but in the meantime the growing pains are too much to deal with for little pay off.

2008 – HR Manager/Recruiter – Miles (IT) Technologies – Moorestown, NJ

I managed the full recruiting cycle from candidate identification and evaluation to offer negotiation and closing for a wide range of positions. I used my superior communication and organizational skills with a strong attention to detail. In performing the essential functions of this role, my work environment was client focused, fast-paced, demanding and team-based.

1) Created/wrote Job Descriptions, posted job openings on all sites such as Career Builder*, Dice*, Monster*, Craig’s List*, Indeed*, LINKEDIN*,etc.
2) Searched all sites for all IT positions: PM/PC, IS, HD, HDS, WEB – DESIGN/GRAPHICS, DEV, PROG, SALES(SIX SITES), ADMIN, etc. resumes*
3) Contacted appropriate candidates for a position
4) E-mailed applications to scheduled candidates for smoothness of the interview process
5) Tested( DATA-LOGIC), screened, gave building tours, and "calmed" the candidate before they met the VP
6) Sat in on and made recommendations for employment based on interview results
7) Created my own data bases for each area of need i.e. Baltimore Sales, Phila. IT, etc.
this way I had my own base of number two and three candidates to draw upon.
8) Initiated and monitored the background and reference check process
9) Attended career, college, and business fairs to scour and interview prospective candidates
10) Set/scheduled up the appropriate VP, etc. to meet with the candidates
11) Discussed feedback from the VP's, etc. for hiring purposes
12) Kept all job postings current, and made sure that they did not expire
13) Kept abreast of all new recruiting, hiring, and HR procedures and policies to ensure compliance
14) Created my own data base of recruiters, even though I was THE recruiter. I felt it was a professional and creative idea to keep in touch with my colleagues
15) Gave monthly lectures on hot topics that concerned our employees such as “Professionalism in the Work Place”, “Work Place Ethics”, etc.

A typical day involves scheduling appointments interacting with customers, solving problems, or collaborating with my team. I appreciate the dynamic pace and the opportunity to consistently engage with our customer base, directly contributing to their success.Throughout my time here, I significantly improved my ability to better help customers and solve challenges. This experience has been invaluable in honing my problem-solving skills and developing a more intuitive understanding of customer needs, allowing me to provide exceptional, tailored support. I found the management team to be very helpful and always available to assist me. The support provided is proactive and fosters a feeling of confidence and security in my role. This accessibility ensures that complex issues are addressed quickly and that I have the resources needed to excel. The workplace culture is by far the best work culture I've ever been a part of. The environment is one where everyone is helpful, sincere, and genuinely wants you to succeed. This atmosphere of mutual support and positive intent makes coming to work enjoyable and encourages high performance. The primary challenge I encountered was that solving complex problems can sometimes take lots of mental energy. These demanding issues require sustained focus and critical thinking, but they also serve as rewarding opportunities to develop advanced professional skills. The most enjoyable and rewarding aspect of my work is undoubtedly when customers become referrals and become your biggest fan. Seeing the direct, positive impact of my efforts turn customers into enthusiastic advocates for the company is an incredibly gratifying experience.

I can only speak with total enthusiasm about my time at Miles Technologies. Though it has come to an end, my time at Miles was filled with support, encouragement, educational opportunities, and so much more. There is a genuine sense of teamwork there and people will always make time to support you and your work. Though we had many meetings, none of them seemed to waste time or go over known information -- I walked out of every meeting renewed. 

This is a workplace that expects top-quality work from top-tier employees and you will always be working hard and smart. The pressure of these demands can be difficult at first and this is not the right environment for everybody. However, if you were ever an overachiever in life, this will feel natural once you get past the 1-month mark. 

The generosity of Chris Miles is reflected throughout the workplace. He knows his business is a success due to its employees, so everything is designed with employee comfort, fun, and stimulation in mind. There is a quiet room to relax in if the need arises, basketball courts, a gym, and a fully-stocked kitchen. There is a game club, a gardening club, and so much more. 

If it seems too good to be true, they have an open and honest policy to  keep you in-the-loop about all major decisions. Everything they say, they believe and in no time you'll see why this is such an incredible and honest place to work.

Working with Miles Technologies is quite off-hand in terms of company involvement, on one hand this is a good thing, as you can solve any such IT experience whichever way you'd want and can approach a problem from however you're comftorable.

The issue being, they're a little *too* un-involved. I have been employed with the company for almost two years now, and have never *once* met anyone else in the company face to face. They send you log-in info for their website, you make an account, and they send you jobs to accept

The problem being, jobs to accept might take weeks to show up, or worse will show up but they either A. Are way out of your range, or B. Are for a skillset you do not possess. Not to mention if a job would require a tool you do not have, the company does not provide any resources (though will compensate if you have to buy a tool). 

Overall, I would say if you can get employed full time with consistent hours, go ahead. From what (very) little I've seen of the actual company they seem like good people to work with, though that's only been the rare email or website notification. Do not rely on this job for anything other than supplemental income unless you get hired on full time.

Miles IT is a great place to work, they offer many opportunities for job growth and foster a caring environment for people to study and grow in their positions. I am able to work almost entirely from home. They often review and promote employees that show initiative and reward those that do. I've never been treated unfairly or made to feel lesser-than. The work is often challenging and requires you to think outside the box, which enables you to grow and learn more about yourself and your abilities. The culture is welcoming and inclusive, never alienating, and my coworkers seem genuinely happy to be there. The core beliefs are a driving force in becoming a better asset overall. My coworkers often look to me for input which makes me feel valued and included. I look forward to going to work each day, and I'm always learning something new. I feel like more companies could take a page out of Miles IT's book.

My manager was great, but there was never enough of him to go around. Training was borderline nonexistent and I felt thrown to the wolves at times. My team was very overwhelmed and extremely busy. The company is full of helpful people and many times I was told how we were all here to help each other, but I feel that I was met with resistance when asking team members for clarification. Ultimately it just was not the right job for me. Excellent company structure and culture, but they still aren’t paying a living wage to everyone in the company. Kind of a boys club type of environment, as a woman there were a couple times where I felt a little uncomfortable at the conversations my male coworkers were having in my presence. At the end of the day, it just wasn’t the right fit for me, but I do believe in this company and there is much success to be had there. 

What is the best part of working at the company?
Family comes first. I work from home which has been a huge benefit for me since I have kids in school and some that require special needs care. I have the flexibility to take care of my family and still get things done.
There are training and learning courses available to help advance my career. I have learned so much working here, and continue to learn more and more as technology evolves.

What is the most stressful part about working at the company?
Sometimes the workload can be a bit overwhelming between all my responsibilities as a senior software developer.

What is the work environment and culture like at the company?
Everyone here that I have worked with are super friendly. We succeed when we all succeed. And we help each other out.

What is a typical day like for you at the company?
I spend most of my day working on software development projects, working on core framework updates, and technology stack upgrades.

I have always enjoyed working here from the beginning. I started as an entry level support role in one division and over the next decade was promoted several times and even crossed divisions and now I have over 30 report who report up through me in my dream role. The day to day is very manageable though there at times things get busier than others and a little extra time needs to be put in but that is offset by the flexibility that is there for when Life happens and things come up. I've always enjoyed everyone I have worked closely with during my time here and I feel people learn more here in one year than other places you can learn in five. And that is with no additional outside certifications just on the job actions - though there is always the encouragement and opportunities for additional education and certifications.   

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