IT Help Desk

**Who we are**:
Simnet is not your average managed service provider. We are NOT a break/fix shop, we are dedicated and passionate IT personnel that focus our energy on top of the line solutions that are tailored to suite our clients’ needs. We value learning, we value transparency, and we value our employees.

We are in search of our next superstar. As the L2 Support, 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.

**What You’ll Do***:

- Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
- Assist in software releases and rollouts
- Be a documentation wizard Leaving detailed notes on requirements and solutions.
- Be the escalation point for the L1 team and help out when things get busy
- Build rapport with SIMNET clients
- Escalate incidents with accurate documentation to suitable technician or vendor, when required.
- Record, track, and document the service desk incident-solving procedure, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Troubleshoot network and firewall policies.
- Implement operating system hardening for Windows and Linux servers
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes.
- Install antivirus software and ensure virus definitions are up to date.
- Perform post-resolution follow-ups with Level I Technicians.
- Develop help sheets and FAQ lists for end users.
- Contribute to technician knowledgebase and provide training as needed. Seriously, share that knowledge
- Provide suggestions for continual improvement. We always want to hear how it can be done better.
- Conduct operating system patches and upgrades.

**Your Strengths***:

- Strong understanding and hands on experience provide desk-top and windows server support
- Strong knowledge of Microsoft Active Directory, Microsoft Exchange and O365
- Basic understanding of Virtualization (VMware, Hyper-V) and VoIP principles
- Knowledge of networking and routing protocols such as DNS, TCP/IP, ports, protocols (HTTP, HTTPS)
- 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

**Requirements**:
**What you know***:

- College diploma or university degree in the field of computer science and 3+ years of solid IT help desk skills. Experience in managed services (MSP) or value-added reseller (VAR) environment is a plus.
- MSCE, MCE or MCP or equivalent certifications
- Network +
- ITIL® v.4 Foundation certification (Certification required within 6 months of employment).
- Fortinet NSE4

**Personal Attributes***:

- Ability to conduct research into a wide range of computing issues is required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly, business-friendly, and technical language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- Ability to work independently and take ownership of and complete relatively complex tasks, effectively using available resources, as needed, with mínimal guidance
- Must be ready and willing to commit to continuous education, certification, and self-improvement.

**Work Conditions***:

- 40-hour workweek however, hours of work will vary and may be irregular to meet the company’s needs.
- Participation in a rotating 24x7 on-call rotation along with after hours patching and maintenance.
- Sitting/standing in one location for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
- Lifting and transporting of moderately heavy objects, such as computers and peripherals.
- Willing and able to travel to client site as needed. A reliable vehicle and valid driver’s license are needed for this position.

**Benefits**:

- Casual dress
- Extended health and dental care
- On-site parking
- Tuition Reimbursement
- Group RRSP matching program