{"id":2445087,"url":"https://alion.io/job/thirdoctet-senior-it-support-analyst","title":"Senior IT Support Analyst","company":{"id":4422440,"name":"Third Octet","domain":"thirdoctet.com","url":"https://alion.io/company/thirdoctet","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60000,"max":80000,"currency":"USD","period":"year","gross":null,"usd_annual":80000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Microsoft Defender","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-08-26T00:00:00Z","employer_posted_date":"2026-08-26","last_verified_at":"2026-10-25T10:22:11Z","board_verified":true,"closed_at":null,"days_open":60,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":60},"description":"The role\nYou 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.\nAnd then you make them stop happening.\nThat 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.\nThis 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.\nWhat you will do\nTake ownership of escalated incidents - real ownership, not just the next set of hands - and drive them to resolution\nDiagnose complex, ambiguous, multi-system problems where the answer is not in any runbook\nRaise and drive problem records, eliminating recurring causes rather than repeatedly fixing symptoms\nMake the front line better: coaching, shadowing, and writing the runbooks that raise first-line resolution\nHold the line on escalation quality in both directions - coach back what is not ready, and package cleanly what you escalate\nTurn the patterns you see into concrete automation proposals for our Architect\nExecute change within established customer standards, safely and with rollback in mind\nTake part in the second-line on-call rotation\nWhat you bring\nTechnical\nTwo or more years supporting Microsoft environments, ideally across multiple customers in a managed services setting\nSolid Microsoft 365 administration, including Entra ID - groups, licensing, authentication\nWindows Server and Active Directory: DNS, DHCP, Group Policy, file services\nEndpoint management with Intune: policy, compliance, application deployment\nPractical security: MFA, Conditional Access, and the Microsoft Defender stack\nNetworking good enough to diagnose across the boundary - routing, VLANs, VPN, firewall behaviour. Cisco Meraki and Barracuda experience maps straight onto our stack.\nAzure exposure: virtual machines, networking, backup\nCertifications are supported and funded. What you can actually do matters more.\nHow you work\nStructured diagnosis. You form and eliminate hypotheses rather than trying things, and you can explain why the fix worked.\nComfort with ambiguity. The defining feature of this work is that the answer is not documented anywhere.\nPattern recognition. You see the third instance of something and recognize it as the third.\nA 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.\nRisk judgement. You know when to stop, when to escalate, and when to refuse to proceed.\nWhere it goes\nThree capability bands inside the tier, with compensation attached, so growing here does not require leaving here.\nBeyond that, four genuine lanes: escalation depth toward Senior Engineer and eventually Architect; implementation and project delivery; automation and platform; or leadership. We will ask you which one you want rather than pointing you at whichever gap hurts us most. You will have a one-page development plan, a monthly conversation, a quarterly capability review, and protected development time.\nWhat we offer\nSalary range: $60,000 - $80,000\nPersonally tailored benefits - health, vision, dental, and paramedical\nFlexibility in how, when, and where you work across a 4.5-day workweek, with a vacation policy well above standard\nFocus windows that protect deep, uninterrupted work\nBroad exposure to technology through client engagements and lab environments\nFunded lifelong learning: an immersive education platform, vendor training, and soft-skills development\nWellness support, including access to the employee wellness platform and a wellness allowance\nA defined career framework with development plans, capability bands, and protected development time\nAn open voice in shaping the direction of the company, with leadership that serves your best interest\nWork. Life. Balance.\nAbout Third Octet\nWe are a Canadian managed IT services provider, working since 2007 with small and mid-sized businesses, typically 25 to 150 employees, across the Greater Toronto Area and beyond. Our Workplace Suite is built on Microsoft 365, Microsoft Azure, Cisco Meraki, Barracuda, and Lenovo, and we are expanding it into Workplace OS: a deliberate operating model that layers shared visibility, governed automation, insights, and AI onto a secure, standardized foundation.\nWe are a small team supporting a growing base of customers, which means the work is real, the ownership is genuine, and what you build actually gets used.\nHow we screen\nWe use automated tools to help sort and shortlist applications. Every candidate who reaches the shortlist is reviewed by a person before any decision is made.\nThis posting is for an existing vacancy.","description_format":"text","description_chars":4863,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-13T13:21:44Z"}],"visa":[],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.475,"p_room":0.28,"age_days":60,"expected_fill_days":30,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-10-25T05:49:26Z"},"pay":{"stated_usd_annual":80000,"is_top_pay":false},"html_url":"https://alion.io/job/thirdoctet-senior-it-support-analyst","json_url":"https://alion.io/job/thirdoctet-senior-it-support-analyst.json","meta":{"generated_at":"2026-10-25T13:34:09Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19288,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4422440},"rest":"https://alion.io/mcp/rest/get_company?id=4422440"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthirdoctet-senior-it-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fthirdoctet-senior-it-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fthirdoctet-senior-it-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/thirdoctet-senior-it-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthirdoctet-senior-it-support-analyst"}]}