Sr. IT Support Analyst

About Us

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.

Role Summary:

As the Sr. IT Support Analyst, 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! We're looking for someone who not only can help troubleshoot an escalated technical issue, but also enjoys mentoring and sharing knowledge with more junior team members.

Salary Range: $65,000-$75,000

Eligible

for Discretionary Bonus: YES

Location Type: Onsite in Office & Client Sites

Vacancy: Ongoing Considerations

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

In this role, you will be responsible for:

• Being the technical escalation point for Level 1

  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 get 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

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

• College diploma or university degree in the

  field of computer science and 3+ years of solid IT help desk experience.

• Strong understanding and hands-on experience providing

  jack-of-all-trades support for end-users, servers, network, and other common

  business technologies.

• 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.

• Documentation platforms (Hudu or equivalent)
• Strong knowledge of Microsoft Active Directory,

  Microsoft Exchange, and Microsoft 365.

• Basic understanding of Virtualization (VMware,

  Hyper-V), Networking, VoIP, and Backup concepts.

• PowerShell scripting (basic to intermediate)
• 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.

Nice-to-Haves:

• Experience in a Managed Service Provider (MSP) environment and working for multi-clients.
• Microsoft MCSE/MCP or similar

  certifications.

• Microsoft certifications (AZ-104, MD-102, or equivalent)
• Virtualization experience (VMware, Hyper-V, other hypervisors)
• Azure infrastructure experience
• CompTIA A+, Network+, Security+ or similar certifications.
• Basic Linux experience (simple commands, not scripting)
• 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!