Senior IT Support Analyst

Third Octet

11d•Hybrid

About The Position

You own the problems that do not have an answer written down yet — the multi-system ones, the intermittent ones, the ones where three plausible explanations all fit the evidence. And then you make them stop happening. This role is not just resolving escalations; it's about working out why they keep arriving and removing the reason. It is a different job than front-line support, with a different measure of success: what stops coming to you. You will take ownership of escalated incidents, drive them to resolution, diagnose complex and ambiguous multi-system problems, and raise and drive problem records to eliminate recurring causes. You will also improve the front line by coaching, shadowing, and writing runbooks, and hold the line on escalation quality. You will turn observed patterns into automation proposals and execute change within established customer standards.

Requirements

Two or more years supporting Microsoft environments, ideally across multiple customers in a managed services setting.
Solid Microsoft 365 administration, including Entra ID (groups, licensing, authentication).
Windows Server and Active Directory: DNS, DHCP, Group Policy, file services.
Endpoint management with Intune: policy, compliance, application deployment.
Practical security: MFA, Conditional Access, and the Microsoft Defender stack.
Networking knowledge sufficient to diagnose across the boundary (routing, VLANs, VPN, firewall behavior).
Azure exposure: virtual machines, networking, backup.
Structured diagnosis: ability to form and eliminate hypotheses and explain why a fix worked.
Comfort with ambiguity: ability to work with problems where the answer is not documented.
Pattern recognition: ability to identify recurring issues.
A coaching instinct: preference for teaching others rather than taking tickets.
Risk judgment: knowing when to stop, escalate, or refuse to proceed.

Nice To Haves

Cisco Meraki and Barracuda experience.
Certifications are supported and funded, but practical ability matters more.

Responsibilities

Take ownership of escalated incidents and drive them to resolution.
Diagnose complex, ambiguous, multi-system problems where the answer is not documented.
Raise and drive problem records to eliminate recurring causes.
Improve the front line through coaching, shadowing, and writing runbooks.
Hold the line on escalation quality, coaching back what is not ready and packaging cleanly what is escalated.
Turn observed patterns into concrete automation proposals.
Execute change within established customer standards, safely and with rollback in mind.
Take part in the second-line on-call rotation.

Benefits

Personally tailored benefits - health, vision, dental, and paramedical
Flexibility in how, when, and where you work across a 4.5-day workweek
Vacation policy well above standard
Focus windows that protect deep, uninterrupted work
Broad exposure to technology through client engagements and lab environments
Funded lifelong learning: an immersive education platform, vendor training, and soft-skills development
Wellness support, including access to the employee wellness platform and a wellness allowance
A defined career framework with development plans, capability bands, and protected development time
An open voice in shaping the direction of the company
Leadership that serves your best interest