Technical Analyst

Team: Collaborative Services
Report: Director, Clients Services
Advancement: Solutions Engineer

As a Technical Analyst for Third Octet, you provide technical expertise in a proactive and reactive manner, supporting of our managed services clients, including escalation from the Service Desk for end-user or organization related matters, ongoing maintenance of managed solutions (account governance, security reviews, data protection, monitoring) and specifically for Microsoft on-premises and cloud solutions (Azure, 365), Citrix Digital Workspaces, IGEL, VMware, and related technology portfolios.

Essential Responsibilities

  • Working with clients, end-users, and client IT departments, providing reactive, proactive and escalated support on trouble tickets;
  • Managing operational toolsets to ensure managed services are being delivered in an effective and efficient manner;
  • Managing service platforms including Microsoft 365 (Endpoint Manager, Exchange Online, Teams), Azure (Active Directory, IaaS), Citrix Cloud, IGEL Managed UMS, LogicMonitor, Connectwise Control, and related technology toolsets imperative to managed service functionality;
  • Assist with onboarding of new client environments, migration requirements, defining standard operating procedures, and working with Services Coordination to ensure effective internal and external support workflows;
  • in a pre-sales capacity assisting Third Octet sales individuals in tailoring the proper solution, as well as assisting sales individuals with quoting the necessary hardware, software, cloud and professional services;
  • Assisting clients with Proof of Concept (POC) implementations;
  • Assisting with internal initiatives relating to infrastructure operations, including production and shared service infrastructures;
  • Maintaining certification and lifelong learning exercises relevant to solution portfolio, specifically with Citrix, VMware, Microsoft, IGEL and cloud platforms;
  • Providing technical escalation in a tier 2 capacity for internal teams and clients;
  • Participating in internal exploration and discovery sessions with Third Octet’s professional services team.

Knowledge and Skills Required

  • Understanding of Microsoft (on-premises, Azure, and SaaS), VMware, Citrix (Workspace, Networking), IGEL, and related technologies; mid-level certification preferred (e.g. Citrix CCA through CCE, Microsoft Associate through Expert);
  • Understanding of key technologies, specifically virtualization, platforms, end user computing, networking, security, and cloud computing;
  • Ability to work under pressure and within a fast-paced team environment;
  • Ability to maintain product certifications, and stay up to date on technology portfolio;
  • Ability to communicate effectively and efficiently with internal teams and external clients both on paper and off;
  • Ability to manage time effectively and efficiently, including punctual responsiveness;
  • Ability to understand the key difference between proactive and reactive work habits;
  • Working beyond established or ordinary work periods to perfect service delivery;
  • Focusing on the importance of process rather than just the overall goal;
  • Ability to analyze information and evaluate results;
  • Setting challenging personal goals and working independently with minimal supervision;
  • Able to adapt to change, adjusting skill sets when required;
  • Demonstrated level of success in the development of client relationships;
  • Proficiency with general office applications;
  • Enjoy working with customers and external audiences;
  • High energy and drive with ability to multi-task and adapt to changes quickly;
  • Strong organizational, presentation, and customer service skills;
  • Skill in preparing written communications and materials;
  • Interpersonal skills including telephony skills, communication skills, active listening and customer-care;
  • Typing skills to ensure quick and accurate data entry;
  • Self-motivated with the ability to work in a fast-moving environment;
  • Leading with a servant and growth mindset.

Role Benefits

  • Competitive salary with benefits (health, vision, dental, paramedical)
  • Flexibility in how, when, and where you work across a 4.5 day work week 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 immersive education platform (Pluralsight), vendor training, and soft skills development
  • Career development paths and planning
  • Employee assistance supporting mental and physical wellbeing
  • Open voice to shape direction of company with leadership who serves your best interest
  • Work-life balance

If you are interested and up for the challenge of working with a highly-focused, growth-oriented leader in Collaborative (Managed) Services, we invite you to apply now. We are excited to hear from you.

Apply Now

Please note that due to the large volume of applications we receive, we will only be able to contact those candidates who are being most actively considered for a position.  We thank you for your interest and application.