Onsite IT Support Specialist

SIMNET is a leading provider of cloud computing services and

solutions. Founded in 2008, SIMNET has a long history of providing a range of

cloud computing services, including infrastructure as a service (IaaS),

platform as a service (PaaS), and software as a service (SaaS). SIMNET serves a

variety of industries and customers, including small and medium-sized

businesses, enterprises, and government agencies, and is a leading provider of

cloud and managed services across North America that enables service providers,

ISVs and enterprises to deliver secure, robust, simple, platforms to launch

applications and cloud services.

The company is headquartered in Whitby, Ontario. SIMNET is known

for its expertise in cloud computing and its commitment to providing

high-quality, reliable, and secure services to its customers.

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,

all with a commitment of 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.

The Onsite IT Support Analyst plays a critical role in ensuring the smooth operation of computer systems so that end users can perform their work effectively. This is a 100% onsite position - it cannot be performed remotely - and requires previous IT support experience.

In this role, you will receive, prioritize, document, and actively resolve end-user help requests, escalating incidents when necessary to meet SLA expectations. Problem resolution may involve using diagnostic tools and help request tracking systems, as well as providing in-person, hands-on support at the desktop level, including hardware and peripheral assistance.

Salary Range: 50-65K

Eligible for Discretionary Bonus: YES

Location Type: Onsite in Office & Client Site

Job Type: Full Time

Vacancy: Ongoing Considerations

Others: Must have a reliable vehicle to travel between client sites (Durham Region)

In this role, you will be responsible for:

·Provide first contact support

of incoming requests to the service desk via telephone, web portal, email, and

chat to ensure courteous, timely, and effective resolution of end-user issues.

·Build rapport and elicit

problem details from service desk customers.

·Prioritize incidents and

service requests according to defined processes to meet defined SLAs.

·Escalate incidents with

accurate documentation to suitable technician, when required.

·Record, track, and document the

service desk incident-solving process, including all successful and

unsuccessful decisions made and actions taken, through to final resolution.

·Deploy pre-packaged software

using distribution tools and processes as requested by end users.

·Use remote tools and diagnostic

utilities to aid in troubleshooting and perform hands-on fixes at the desktop

level when remote tools are not appropriate, including hardware repairs,

delivery of peripherals, or other fixes as determined.

·Research solutions through

internal and external knowledgebase as needed.

·Identify and learn appropriate

software and hardware used and supported by the organization.

·Install antivirus software and

ensure virus definitions are up to date.

·Perform preventative

maintenance, including checking and cleaning of workstations, printers, and

peripherals.

·Understanding of basic VoIP

principles.

·Conduct operating system

patches and upgrades.

Requirements

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

·College diploma or university

degree in the field of computer science and/or 1+ years of solid IT help desk

skills. Experience in managed services (MSP) or value-added reseller (VAR)

environment is a plus.

·Additional weight will be given

to candidate with relevant IT certifications.

· MSCE, MCE or MCP certifications or

equivalent certifications

· CompTIA A+

· Network +

· ITIL® v.4 Foundation certification

Knowledge &

Experience

·Understanding and hands-on

experience with computer hardware, including printers and peripheral.

·Experience with desktop and

server operating systems, including Windows, Mac, Linux, Chrome OS, Android,

and iOS

·Experience working in or for a

health care environment, whether in a clinic or hospital and accustomed to

working with medical staff including Dr’s and physicians

·Ability to support all Microsoft

Office products.

·Working knowledge of a range of

diagnostic tools such as Kaseya and TeamViewer.

·Basic understating of networking

and routing protocols such as DNS, TCP/IP, ports, protocols (HTTP, HTTPS)

·Working knowledge of Microsoft

Active Directory, Microsoft Exchange 2016 and Office 365

·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; familiarity with Zoho

Desk or other ticketing tools.

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 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, but all final hiring decisions are made by people - always.