Support Analyst

6 months ago

Mississauga, Canada Third Octet Full time

Third Octet Inc.

Support Analyst

Mississauga, Ontario, Canada

**Department**: Services

**Reports To**:Services Manager

**Role Summary**

At Third Octet, Service Desk Analyst represents the technical front-line between us and our customers. Your focus will be on our Managed Services offering, including monitoring, continuity, and cloud service management. Using your problem-solving skills and ability to connect with people, you will help users plow through obstacles in their way of getting work done.

**What you’ll do**:

- Troubleshoot complex technical support incidents and problems for our customers.
- Manage and support internal and managed infrastructure elements, including Shared Messaging, Private Cloud, Data Continuity, Monitoring, and AAS offerings.
- Demonstrate excellent customer service skills throughout a customer’s journey.
- Maintaining internal documentation and abiding by governance procedures and policies.
- Adhering to Service Level Agreements (SLAs) and Operating Level Agreement (OLAs) in place, dependent on client.
- Assisting with internal initiatives relating to infrastructure operations, including production and shared service infrastructures, and implementing demonstration/conceptual infrastructures for client engagements.
- Maintain certification and taking courseware relevant to Third Octet solution offerings.
- Document and develop in-depth knowledge of client’s existing IT environment.
- Conduct research on emerging technologies to ensure cost effectiveness and infrastructure flexibility for internal and external operations.
- Rotate with other team members to be on call during after hours and weekends.

**Requirements**:

- Strong passion for technology and a desire to learn.
- Understanding of key Microsoft technologies, with a focus on Microsoft 365, including Desktop and Server Operating Systems, Active Directory, and Messaging including basic management and administration; entry-level certification preferred, but not a must.
- Basic understanding of local and wide area networking technologies.
- Exceptional written and verbal skills.
- Ability to manage time effectively and efficiently, including punctual responsiveness.
- 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, with an entrepreneurial desire and the ability to work in a fast-moving team environment - all about the hustle and grit.

**Benefits**
- Competitive salary with personally tailored benefits (health, vision, dental, paramedical)
- Flexibility in how, when, and where you work with a vacation policy that is well-above standards
- Focus windows to permit deep and uninterrupted work
- Broad exposure to technology solutions through client engagements and lab environments
- Funded lifelong learning through an immersive education platform, vendor training, and soft skills development
- Career development paths and planning
- Open voice to shape direction of company with leadership who serves your best interest
- Work. Life. Balance.

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