Sr IT Help Desk Analyst

Whitby Southeast, Canada | Posted on 10/03/2025

Welcome to SimnetInc., a dynamic and rapidly growing technology company thatis revolutionizing the way businesses operate. We arecurrently seeking talented individuals to join our team andhelp us continue our mission of creating innovativesolutions that make a real difference in our client’s lives. At our company,we're not just keeping up with technology; we'releading the charge. Join us, and you'll be at theforefront of technology.

As the Sr Support, you are the escalation point as well asprimary on client projects. If you have superb troubleshooting skills and wantto be hands on with the newest technology, then Simnet may be a great fit foryou.

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

Responsibilities

- 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 usingthe ticketing system. Prioritizing and resolving incidents in line withSimnet’s SLAs.

- Continually communicating with clients andproviding status updates for their support tickets.

- Evaluate documented resolutions and analyzetrends for ways to prevent recurring issues. Ensure that best practices asdocumented by vendor are observed and referenced where appropriate.

- Document all support activities, solutions, andtroubleshooting steps in the company knowledge base. Create and updatetechnical guides/FAQs so that common issues can be resolved more efficiently inthe future.

- Escalate incidents with accurate documentationto suitable technician or vendor, when required.

- Continuously monitor client systems and networksusing Remote Monitoring and Management (RMM) tools and respond to alerts orperformance issues proactively before they impact the client. This includesapplying software patches, antivirus updates, and system optimizations asneeded.

- Conduct server maintenance including patching,vulnerability remediations, stability/performance adjustments.

- Participate in an on-call support rotation (ifrequired), handling urgent after-hours issues on a scheduled basis to ensure 24/7support coverage for critical incidents. (Extra compensation or time off isprovided when on-call.)

- Collaborate on IT projects for clients, such asserver upgrades, cloud migrations, network installations, or office moves. Ensure project tasks assigned to you are completed on time and with minimaldisruption to client operations.

- When remote troubleshooting is not possible, beprepared to travel on-site to get to deploy new equipment and resolve issues.

- Coach and mentor L1 Technicians throughdocumentation, training, and incident/ticket reviews.

- Provide suggestions for continual improvement. We always want to hear how it can be done better.

Requirements

- Strong understanding and hands‑on experience providing jack‑of‑all‑trades support for end‑users, servers, network, and other commonbusiness 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 helpdesk ticketing systems and RMM platforms – to track issues andremotely manage client devices. (Experience with platforms like ConnectWise, N‑Able,NinjaOne or similar tools is helpful.)

- Experience working in an ITIL‑driven environmentand working knowledge of ITIL principles and processes. Certificationrequired within 6 months of employment.

- Exceptional written and oral communicationskills.

- Exceptional interpersonal skills, with a focuson rapport building, listening, and questioning skills.

- Strong documentation skills.

- Experience maintaining timely and accuratehelpdesk records using the ticketing system

Qualifications

- College diploma or university degree in thefield of computer science and 3+ years of solid IT help desk skills. Experiencein managed services (MSP) or value‑added reseller (VAR) environment is a plus.

- Additional weight will be given to candidateswith the following:

- Microsoft MCSE/MCPor similarcertifications

- CompTIA A+, Network+, or similar certifications

- ITIL® V4 Foundation certification (Certificationrequired within 6 months of employment).

Benefits

- Extended healthand dental care: We provide extendedhealth and dental care benefits, helping employees save money onmedical expenses and promote good health practices.

- Group RRSPmatching program: Simnet offers a group RRSP matching program, helping employees plan for theirfinancial future.

- Health spending account: Access to a healthspending account to choose how you spend your health caredollars and it can help cover expenses not covered bytraditional health benefits.

- Continuingeducation opportunities: We offer opportunities for professional development, such as trainingprograms or tuition reimbursement, we encourage employees togrow their skills and advance their careers.

- Work‑from‑home options: Flexibility ofbeing able to work from home, especially during times whencommuting or in‑person interactions may not be ideal.

- On‑site parking: On‑site parkingprovided, helping to reduce stress and save time

- Casual dress code: Ditching the stuffybusiness attire. Employees can wear comfortable clothingcreating a more relaxed and enjoyable work environment.

- Free snacks and drinks: Who doesn'tlove free food and drinks? We provide an array of snacks andbeverages to keep you energized and motivated throughout the day.

- Company events and outings: We have multiplecompany-sponsored events throughout the year, such as holidayparties or team‑building activities

If you are a highlymotivated individual with a passion for leading and managingoperations, and possess the skills and experience we arelooking for, we encourage you to apply for this excitingopportunity and consider joining us at Simnet Inc.

We believe providing excellent service and creating happycustomers is the way to create a valuable, enduring company thatpeople love.

Let's worktogether to build a better future

At Simnet we believediverse and inclusive teams perform better. We are an equal opportunityemployer and are committed to working with applicants requesting accommodationsduring our interview process.

We thank everyonefor their interest in Simnet, only those applicants that have been selected forall an interview will be contacted.

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