Support Analyst

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.

• 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 Lev...