Senior IT Support Analyst

at  Third Octet

At Third Octet, the Senior IT Support Analyst is an integral member of the Services Team, responsible for representing the technical front line between us and the client for escalated issues to the service desk. Your focus will be on our managed service practice, including monitoring, continuity, and cloud service management and, where time permits, excel in updating your knowledge to assist and ultimately advance to the project team.

• Location: Toronto, Ontario, Canada
• Department: Services
• Reports To: Services Manager

REQUIREMENTS

• Strong passion for technology and a desire to learn.
• Experience with Microsoft Intune required.
• While not required, experience with Microsoft Defender and Entra ID is ideal.
• 2+ years of experience with key Microsoft technologies, precisely cloud solutions and modern workspaces (eg., Azure, Microsoft 365, Intune, Defender, Entra ID, etc.). Technical certification is encouraged but not required.
• Understanding of Cloud technologies and cloud concepts with a focus on Microsoft.
• Strong understanding of supporting components in a Microsoft-based network, including Active Directory, DNS, DHCP and Group Policy Management
• Understanding of local and wide area networking technologies.
• Ability to work with end users, troubleshoot application and/or service-related issues, determine root causes, and effectively capture resolution steps within internal systems.
• Ability to maintain product certifications and stay current on technology portfolio.
• Exceptional written and verbal skills.
• Ability to understand the key difference between proactive and reactive work habits.
• Ability to multi-task and adapt to changes quickly while embracing ambiguity.
• Self-motivated, Willing to do it right the first time, No Ego, Insane about Customer Success! Hustle and grit.

WHAT YOU’LL DO

• Work with client IT teams and/or end users directly.
• Provide tiered support services to internal project teams and external client teams.
• Manage and support various Cloud services, including messaging, IAAS, Backups, Remote Access and other technologies.
• Escalation of client or internal issues to appropriate teams and subject matter experts.
• Reporting of client and cloud-based infrastructures, including risk analysis, uptime, overall performance, and trending metrics.
• Maintain internal documentation and abide by governance procedures and policies.
• Adhere to Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) in place.
• Assist with internal initiatives relating to infrastructure operations, including production and development infrastructures, and implementing demonstration/conceptual infrastructures for client engagements.
• Explore new product offerings that may align with existing Third Octet portfolio.
• Maintain certification and take courseware relevant to Third Octet solution offerings, cloud solutions and modern workspaces (eg., Azure, Microsoft 365, etc.).
• Maintain in-depth knowledge of the company’s and client’s strategic business plans.
• Document and develop in-depth knowledge of the client’s existing IT architecture/infrastructure and technology portfolio.
• Rotate with other team members to be on call during after hours and weekends.

At Third Octet, the Senior IT Support Analyst is an integral member of the Services Team, responsible for representing the technical front line between us and the client for escalated issues to the service desk. Your focus will be on our managed service practice, including monitoring, continuity, and cloud service management and, where time permits, excel in updating your knowledge to assist and ultimately advance to the project team.

• Location: Toronto, Ontario, Canada
• Department: Services
• Reports To: Services Manage