IT Support Professional

3 weeks ago

Whitby Southeast, Canada SIMNET Inc Full time
About the Role

We are seeking a highly skilled IT Support Analyst to join our team at Simnet Inc., a dynamic and rapidly growing technology company. As an IT Support Professional, you will play a critical role in ensuring the smooth operation of our computer systems, providing top-notch support to end-users, and collaborating with our team to resolve technical issues.

Key Responsibilities:
  • Provide first contact support for incoming requests via telephone, web portal, email, and chat, ensuring timely and effective resolution of end-user issues.
  • Build rapport with customers, elicit problem details, and prioritize incidents according to defined processes to meet SLA expectations.
  • Escalate incidents with accurate documentation to suitable technicians when required.
  • Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken.
  • 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.
Requirements

To be successful in this role, you must have:

  • A college diploma or university degree in computer science or 1+ years of solid IT help desk experience.
  • Additional weight given to candidates with relevant IT certifications (MSCE, MCE, MCP, CompTIA A+, Network+, ITIL v.4 Foundation, Fortinet NSE4).
  • Experience working with computer hardware, desktop and server operating systems, and diagnostic tools (Kaseya, TeamViewer).
  • Basic understanding of networking protocols (DNS, TCP/IP, ports, protocols) and Microsoft Active Directory, Exchange 2016, and Office 365.
  • Exceptional written and oral communication skills, interpersonal skills, and documentation skills.
Benefits

We offer a competitive salary ($55,000 - $65,000 per year), extended health and dental care, group RRSP matching program, health spending account, continuing education opportunities, work-from-home options, on-site parking, casual dress code, and free snacks and drinks.

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