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Help Desk Support Technician

2 weeks ago

Whitby, Canada Simnet Full time

**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 L1 Support, you are the first point of contact for many clients and we are looking for a friendly technician that is passionate about helping others. 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.

*_note that this is an onsite role_

**What You’ll Do**
- Be the first point of contact for our clients - closing or escalating tickets in a timely manner
- Be a documentation wizard Leaving detailed notes on requirements and solutions.
- Deploy pre-packaged software using distribution tools and processes as requested by end users
- Build rapport and elicit problem details from service desk customers.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- 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 as determined.
- Install antivirus software and ensure virus definitions are up to date.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Test fixes to ensure an incident has been adequately resolved.
- Develop help sheets and FAQ lists for end users.
- Contribute to technician knowledgebase as needed. Seriously, share that knowledge with all
- Provide suggestions for continual improvement. We always want to hear how it can be done better.

**Your Strengths**
- Strong understanding and hands-on experience with:

- Computer and server hardware
- Networking and routing protocols such as DNS, TCP/IP, ports, protocols (HTTP, HTTPS)
- Windows Server (multiple versions)
- Microsoft Active Directory
- Microsoft Exchange / O365
- Maintenance, Back-ups and Patching
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes. Don’t’ worry if you don’t have this yet, you will have 6 months after start date to achieve.
- 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; familiarity with Zoho Desk or other ticketing tools.

**What you know**

**Formal Education & Certification**
- College diploma or university degree in the field of computer science and/or 1+ 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 certifications or equivalent certifications
- Network +
- ITIL® v.4 Foundation certification
- Fortinet NSE4

**Personal Attributes**
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly 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.
- Must be ready and willing to commit to continuous education, certification, and self-improvement.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match

Schedule:

- 8 hour shift
- Monday to Friday
- On call

Supplemental pay types:

- Bonus pay
- Overtime pay