Sr. IT Help Desk Analyst

Job Description

About SIMNET

SIMNET is a leading provider of cloud computing services and solutions. Founded in 2008, SIMNET offers a range of cloud computing services, including IaaS, PaaS, and SaaS. SIMNET serves small and medium-sized businesses, enterprises, and government agencies, and provides cloud and managed services across North America that enable service providers, ISVs, and enterprises to deliver secure, robust platforms to launch applications and cloud services. The company is headquartered in Whitby, Ontario and is known for its commitment to high-quality, reliable, and secure services.

Our global team is committed to building a community where phenomenal people want to work long term by living our values of passion, focus, innovation, execution, collaboration, active learning and giving back, with a commitment to being positive by choice in all we do. If you are ready to accelerate, innovate and lead, join us as we challenge constraints and problem solve for tomorrow, today.

Role Summary:

As the Sr. IT Support, you are the escalation point as well as primary on client projects. If you have superb troubleshooting skills and want to be hands on with the newest technology, then SIMNET may be a great fit for you!

Salary Range: $59,000-$75,000

Location Type: Onsite/Hybrid

Vacancy: Ongoing Considerations

In this role, you will be responsible for:

• Be the technical escalation point for the L1 team. Provide deep troubleshooting for complex issues including hardware, software, network, and more.
• Identify/analyze ticket trends and know when to jump in to assist colleagues.
• Manage a high volume of support tickets using the ticketing system. Prioritizing and resolving incidents in line with SIMNET’s SLAs.
• Continually communicating with clients and providing status updates for their support tickets.
• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues. Ensure that best practices as documented by vendor are observed and referenced where appropriate.
• Document all support activities, solutions, and troubleshooting steps in the company knowledge base. Create and update technical guides/FAQs so that common issues can be resolved more efficiently in the future.
• Escalate incidents with accurate documentation to suitable technician or vendor when required.
• Continuously monitor client systems and networks using Remote Monitoring and Management (RMM) tools and respond to alerts or performance issues proactively before they impact the client. This includes applying software patches, antivirus updates, and system optimizations as needed.
• Conduct server maintenance including patching, vulnerability remediations, stability/performance adjustments.
• Participate in an on-call support rotation (if required), handling urgent after-hours issues on a scheduled basis to ensure 24/7 support coverage for critical incidents. (Extra compensation or time off is provided when on-call.)
• Collaborate on IT projects for clients, such as server upgrades, cloud migrations, network installations, or office moves. Ensure project tasks assigned to you are completed on time and with minimal disruption to client operations.
• When remote troubleshooting is not possible, be prepared to travel on-site to deploy new equipment and resolve issues.
• Coach and mentor L1 Technicians through documentation, training, and incident/ticket reviews.
• Provide suggestions for continual improvement. We always want to hear how it can be done better.

Requirements

• College diploma or university degree in the field of computer science and 3+ years of solid IT help desk skills.
• Strong understanding and hands-on experience providing jack-of-all-trades support for end-users, servers, network, and other common business technologies.
• Strong knowledge of Microsoft Active Directory, Microsoft Exchange, and Microsoft 365.
• Basic understanding of Virtualization (VMware, Hyper-V), Networking, VoIP, and Backup concepts.
• Proficiency with IT support tools – especially help desk ticketing systems and RMM platforms – to track issues and remotely manage client devices. (Experience with platforms like ConnectWise, N-Able, NinjaOne or similar tools is helpful.)
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes. Certification required within 6 months of employment.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.
• Experience maintaining timely and accurate helpdesk records using the ticketing system.

To be successful in this role, you'll need:

• Experience in a Managed Service Provider (MSP) environment is a plus.
• Microsoft MCSE/MCP or similar certifications.
• CompTIA A+, Network+, or similar certifications.
• ITIL® V4 Foundation certification (Certification required within 6 months of employment).

Benefits

What you’ll enjoy about SIMNET:

• Comprehensive Health & Wellness: Extended health and dental coverage, plus a flexible health spending account (HSA), help you take care of yourself on your terms.
• Financial Wellbeing: Plan for your future with our group RRSP matching program.
• Learning & Growth: Access continuing education opportunities, professional development programs, and tuition support to grow your skills and advance your career.
• Work-from-home options: Flexibility of being able to work from home, especially during times when commuting or in-person interactions may not be ideal.
• Recognition & Rewards: Our gamified, people driven program lets employees and leaders give kudos, earn recognition, and be rewarded for collaboration and impact.
• Collaborative Culture: Join a supportive, inclusive team where ideas flow freely, feedback is welcomed, and teamwork drives success.
• Challenging & Innovative Projects: Work on high-impact projects that inspire creativity, experimentation, and forward-thinking solutions.
• Convenience & Comfort: On-site parking, casual dress code, free snacks & drinks, and company lunches twice a month to keep your day smooth.
• Team Connection: Participate in company events, outings, and team-building activities that celebrate successes and build lasting connections.

At SIMNET, we believe diverse and inclusive teams drive better outcomes. We are an equal opportunity employer and are committed to providing reasonable accommodations to applicants throughout the interview process.

We may use AI-powered tools at certain stages of our hiring process to support application review and candidate communication. These tools assist our team, and all final hiring decisions are made by people – always.

We thank all applicants for their interest in SIMNET. Only candidates selected for an interview will be contacted.

Let’s work together to build a better future!