Verified Job
IT / Software / Data Analyst
IT Support Analyst- job post Third Octet
IT / Software / Data Analyst
#804152
Remote / WFH
Third Octet
Job Description
Full job description
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.
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.
