{"id":3895510,"url":"https://alion.io/job/simnet-sr-it-support-analyst","title":"Sr. IT Support Analyst","company":{"id":1275479,"name":"Simnet","domain":"simnet.ca","url":"https://alion.io/company/simnet-ca","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","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":"structured","locations":["Whitby, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":65000,"max":75000,"currency":"CAD","period":"year","gross":null,"usd_annual":53594},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Hyper-V","optional":false},{"name":"ITIL","optional":false},{"name":"PowerShell","optional":false},{"name":"VMWare","optional":false},{"name":"Azure","optional":true},{"name":"Linux","optional":true},{"name":"Model Context Protocol","optional":true}],"status":"live","first_seen_at":"2026-11-06T23:05:34Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-07T15:54:12Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Us\n SIMNET\nis a leading provider of cloud computing services and solutions. Founded in\n2008, SIMNET has a long history of providing a range of cloud computing\nservices, including infrastructure as a service (IaaS), platform as a service\n(PaaS), and software as a service (SaaS). SIMNET serves a variety of industries\nand customers, including small and medium-sized businesses, enterprises, and\ngovernment agencies, and is a leading provider of cloud and managed services\nacross North America that enables service providers, ISVs and enterprises to\ndeliver secure, robust, simple, platforms to launch applications and cloud\nservices.\nThe company is headquartered in\nWhitby, Ontario. SIMNET is known for its expertise in cloud computing and its\ncommitment to providing high-quality, reliable, and secure services to its\ncustomers.\nOur global team is committed to\nbuilding a community where phenomenal people want to work long term by living\nour values of passion, focus, innovation, execution, collaboration, active\nlearning and giving back, all with a commitment of being positive by choice in\nall we do. If you are ready to accelerate, innovate and lead, join us as we\nchallenge constraints and problem solve for tomorrow, today.\n Role Summary:\nAs the Sr. IT Support Analyst, you are the escalation point as well as\nprimary on client projects. If you have superb troubleshooting skills and want\nto be hands on with the newest technology, then SIMNET may be a great fit for\nyou! 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. \nSalary Range: $65,000-$75,000\nEligible\nfor Discretionary Bonus: YES\nLocation Type: Onsite in Office & Client Sites\nVacancy: Ongoing Considerations\nOthers: Must have a reliable vehicle to travel between client sites (Durham Region)\n In this role, you will be responsible for:\nBeing the technical escalation point for Level 1team. Provide deep troubleshooting for complex issues including hardware,\nsoftware, network, and more.\n\nIdentify/analyze ticket trends and know when tojump in to assist colleagues.\n\nManage a high volume of support tickets usingthe ticketing system. Prioritizing and resolving incidents in line with\nSimnet’s SLAs.\n\nContinually communicating with clients andproviding status updates for their support tickets.\n\nEvaluate documented resolutions and analyzetrends for ways to prevent recurring issues. Ensure that best practices as\ndocumented by vendor are observed and referenced where appropriate.\n\nDocument all support activities, solutions, andtroubleshooting steps in the company knowledge base. Create and update\ntechnical guides/FAQs so that common issues can be resolved more efficiently in\nthe future.\n\nEscalate incidents with accurate documentationto suitable technician or vendor, when required.\n\nContinuously monitor client systems and networksusing Remote Monitoring and Management (RMM) tools and respond to alerts or\nperformance issues proactively before they impact the client. This includes\napplying software patches, antivirus updates, and system optimizations as\nneeded.\n\nConduct server maintenance including patching,vulnerability remediations, stability/performance adjustments.\n\nParticipate in an on-call support rotation (ifrequired), handling urgent after-hours issues on a scheduled basis to ensure 24/7\nsupport coverage for critical incidents. (Extra compensation or time off is\nprovided when on-call.) Collaborate on IT projects for clients, such as\nserver upgrades, cloud migrations, network installations, or office moves.\nEnsure project tasks assigned to you are completed on time and with minimal\ndisruption to client operations.\n\nWhen remote troubleshooting is not possible, beprepared to travel on-site to get to deploy new equipment and resolve issues.\n\nCoach and mentor L1 Technicians throughdocumentation, training, and incident/ticket reviews.\n\nProvide suggestions for continual improvement.We always want to hear how it can be done better. \n\nRequirements\nTo be successful in this role, you'll need:\nCollege diploma or university degree in thefield of computer science and 3+ years of solid IT help desk experience. \n\nStrong understanding and hands-on experience providingjack-of-all-trades support for end-users, servers, network, and other common\nbusiness technologies.\n\nExceptional written and oral communicationskills.\n\nExceptional interpersonal skills, with a focuson rapport building, listening, and questioning skills.\n\nStrong documentation skills.Experience maintaining timely and accuratehelpdesk records using the ticketing system.\n\nDocumentation platforms (Hudu or equivalent)\nStrong knowledge of Microsoft Active Directory,Microsoft Exchange, and Microsoft 365.\n\nBasic understanding of Virtualization (VMware,Hyper-V), Networking, VoIP, and Backup concepts.\n\nPowerShell scripting (basic to intermediate)\nProficiency with IT support tools - especially helpdesk ticketing systems and RMM platforms - to track issues and\nremotely manage client devices. (Experience with platforms like ConnectWise, N-Able,\nNinjaOne or similar tools is helpful.)\n\nExperience working in an ITIL-driven environmentand working knowledge of ITIL principles and processes. Certification\nrequired within 6 months of employment.\n\nNice-to-Haves:\nExperience in a Managed Service Provider (MSP) environment and working for multi-clients. \nMicrosoft MCSE/MCP or similarcertifications.\n\nMicrosoft certifications (AZ-104, MD-102, or equivalent)\nVirtualization experience (VMware, Hyper-V, other hypervisors) \nAzure infrastructure experience \nCompTIA A+, Network+, Security+ or similar certifications.\nBasic Linux experience (simple commands, not scripting) \nITIL® V4 Foundation certification (Certificationrequired within 6 months of employment).\n\nBenefits\nWhat you’ll enjoy\nabout SIMNET:\n ComprehensiveHealth & Wellness: Extended\nhealth and dental coverage, plus a flexible health spending account (HSA), help\nyou take care of yourself on your terms.\n\nFinancialWellbeing: Plan for your future with our group\nRRSP matching program.\n\nLearning& Growth: Access\ncontinuing education opportunities, professional development programs, and\ntuition support to grow your skills and advance your career.\n\nWork-from-homeoptions: Flexibility of being able to work\nfrom home, especially during times when commuting or in-person interactions may\nnot be ideal.\n\nRecognition& Rewards: Our gamified, people\ndriven program lets employees and leaders give kudos, earn recognition, and be\nrewarded for collaboration and impact.\n\nCollaborativeCulture: Join a supportive, inclusive team\nwhere ideas flow freely, feedback is welcomed, and teamwork drives success.\n\nChallenging& Innovative Projects: Work on\nhigh-impact projects that inspire creativity, experimentation, and\nforward-thinking solutions.\n\nConvenience& Comfort: On-site parking,\ncasual dress code, free snacks & drinks, and company lunches twice a month\nto keep your day smooth.\n\n TeamConnection: Participate in\ncompany events, outings, and team-building activities that celebrate successes\nand build lasting connections.\n\nAt SIMNET, we believe diverse and inclusive teams drive better\noutcomes. We are an equal opportunity employer and are committed to providing\nreasonable accommodations to applicants throughout the interview process.\nWe may use AI-powered tools at certain stages of our hiring\nprocess to support application review and candidate communication. These tools\nassist our team, and all final hiring decisions are made by people - always.\nWe thank all applicants for their interest in SIMNET. Only\ncandidates selected for an interview will be contacted.\nLet’s work together to build a better future!","description_format":"text","description_chars":7743,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Company events","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed Security","IT Consulting & Digital Transformation","Managed IT Services (MSP)"],"lifecycle":[{"event":"open","at":"2026-11-06T23:05:34Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":29,"reasons":["conf:2","win:early"],"computed_at":"2026-11-07T05:47:08Z"},"pay":{"stated_usd_annual":53594,"is_top_pay":false},"html_url":"https://alion.io/job/simnet-sr-it-support-analyst","json_url":"https://alion.io/job/simnet-sr-it-support-analyst.json","meta":{"generated_at":"2026-11-07T18:25:41Z","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":27900,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"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":1275479},"rest":"https://alion.io/mcp/rest/get_company?id=1275479"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsimnet-sr-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%2Fsimnet-sr-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%2Fsimnet-sr-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/simnet-sr-it-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsimnet-sr-it-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3895510}},{"tool":"search_jobs","arguments":{"company":"simnet.ca","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3895510},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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