IT Support Analyst

Role Summary 

At Third Octet, the 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 overcome obstacles to getting work done.

While we have an office in Port Credit, Mississauga, we are a remote-first company and have employees across the GTA and other provinces. This role can be remote but needs to be able to visit local businesses in the GTA.

What you’ll do: 

• Provide support services to internal project teams and client IT teams and/or end users directly through calls or emails.
• 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, focusing 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.
• Ability to work with end users, troubleshoot application and/or service-related issues, determine root causes, and effectively capture resolution steps within internal systems.
• 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 across a 4.5-day workweek 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. 

• Wellness support, including access to an employee wellness platform and wellness allowance. 

• Open voice to shape the company's direction with leadership who serves your best interests. 

• Work. Life. Balance. 

At Third Octet, we aim to empower businesses with innovative IT solutions while fostering a culture of collaboration, continuous learning, and growth. We believe in creating a supportive environment where every team member has the opportunity to contribute, thrive, and make a meaningful impact.  

Please Note: Due to the high volume of applications we receive, we can only contact candidates being considered for a position. We appreciate your understanding and interest in working with us. If you are selected for further consideration, one of our recruiters will be in touch.

At Third Octet, we use artificial intelligence (AI) to support - not replace - our people in the hiring process. AI tools help streamline certain steps, like organizing applications or surfacing relevant insights, but every decision is made by real humans. Our goal is to use AI to amplify our team’s ability to thoughtfully and fairly evaluate every candidate.

Thank you for considering a career at our company. We look forward to reviewing your application!