[Hiring] Senior IT Support Analyst @Third Octet

Role Description

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. That second half is the part most support roles never get to. Here it is half the job and half of how we measure it. You are not just resolving escalations; you are working out why they keep arriving, and removing the reason.

This is not a senior version of the front line. It is a different job, with a different measure of success: what stops coming to you.

What you will do

• Take ownership of escalated incidents — real ownership, not just the next set of hands — and drive them to resolution.
• Diagnose complex, ambiguous, multi-system problems where the answer is not in any runbook.
• Raise and drive problem records, eliminating recurring causes rather than repeatedly fixing symptoms.
• Make the front line better: coaching, shadowing, and writing the runbooks that raise first-line resolution.
• Hold the line on escalation quality in both directions — coach back what is not ready, and package cleanly what you escalate.
• Turn the patterns you see into concrete automation proposals for our Architect.
• Execute change within established customer standards, safely and with rollback in mind.
• Take part in the second-line on-call rotation.

Qualifications

• 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 good enough to diagnose across the boundary — routing, VLANs, VPN, firewall behaviour. Cisco Meraki and Barracuda experience maps straight onto our stack.
• Azure exposure: virtual machines, networking, backup.
• Certifications are supported and funded. What you can actually do matters more.

Requirements

• Structured diagnosis. You form and eliminate hypotheses rather than trying things, and you can explain why the fix worked.
• Comfort with ambiguity. The defining feature of this work is that the answer is not documented anywhere.
• Pattern recognition. You see the third instance of something and recognize it as the third.
• A coaching instinct. You would rather teach someone than take the ticket off them. This is the hardest thing for us to hire and the most valuable thing you can bring.
• Risk judgement. You know when to stop, when to escalate, and when to refuse to proceed.

Benefits

• Salary range: $60,000 – $80,000.
• Personally tailored benefits - health, vision, dental, and paramedical.
• Flexibility in how, when, and where you work across a 4.5-day workweek, with a 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, with leadership that serves your best interest.
• Work. Life. Balance.