About Us
SIMNET
is a leading provider of cloud computing services and solutions. Founded in
2008, SIMNET has a long history of providing a range of cloud computing
services, including infrastructure as a service (IaaS), platform as a service
(PaaS), and software as a service (SaaS). SIMNET serves a variety of industries
and customers, including small and medium-sized businesses, enterprises, and
government agencies, and is a leading provider of cloud and managed services
across North America that enables service providers, ISVs and enterprises to
deliver secure, robust, simple, platforms to launch applications and cloud
services.
The company is headquartered in Whitby, Ontario. SIMNET is known for its expertise in cloud computing and its commitment to providing high-quality, reliable, and secure services to its customers.
Our global team is committed to building a community where phenomenal people want to work long term by living our values of passion, focus, innovation, execution, collaboration, active learning and giving back, all with a commitment of being positive by choice in all we do. If you are ready to accelerate, innovate and lead, join us as we challenge constraints and problem solve for tomorrow, today.
Role Summary:
As the Sr. IT Support Analyst, 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! 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.
Salary Range: $65,000-$75,000
Eligible for Discretionary Bonus: YES
Location Type: Onsite in Office & Client Sites
Vacancy: Ongoing Considerations
Others: Must have a reliable vehicle to travel between client sites (Durham Region)
In this role, you will be responsible for:
- Being the technical escalation point for Level 1
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 using
the ticketing system. Prioritizing and resolving incidents in line with
Simnet’s SLAs.
- Continually communicating with clients and
providing status updates for their support tickets.
- Evaluate documented resolutions and analyze
trends for ways to prevent recurring issues. Ensure that best practices as
documented by vendor are observed and referenced where appropriate.
- Document all support activities, solutions, and
troubleshooting steps in the company knowledge base. Create and update
technical guides/FAQs so that common issues can be resolved more efficiently in
the future.
- Escalate incidents with accurate documentation
to suitable technician or vendor, when required.
- Continuously monitor client systems and networks
using Remote Monitoring and Management (RMM) tools and respond to alerts or
performance issues proactively before they impact the client. This includes
applying software patches, antivirus updates, and system optimizations as
needed.
- Conduct server maintenance including patching,
vulnerability remediations, stability/performance adjustments.
- Participate in an on-call support rotation (if
required), handling urgent after-hours issues on a scheduled basis to ensure 24/7
support coverage for critical incidents. (Extra compensation or time off is
provided when on-call.)
Collaborate on IT projects for clients, such as
server upgrades, cloud migrations, network installations, or office moves.
Ensure project tasks assigned to you are completed on time and with minimal
disruption to client operations. - When remote troubleshooting is not possible, be
prepared to travel on-site to get to deploy new equipment and resolve issues.
- Coach and mentor L1 Technicians through
documentation, training, and incident/ticket reviews.
- Provide suggestions for continual improvement.
We always want to hear how it can be done better.
Requirements
To be successful in this role, you'll need:
- College diploma or university degree in the
field of computer science and 3+ years of solid IT help desk experience.
- Strong understanding and hands-on experience providing
jack-of-all-trades support for end-users, servers, network, and other common
business technologies.
- 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.
- Documentation platforms (Hudu or equivalent)
- Strong knowledge of Microsoft Active Directory,
Microsoft Exchange, and Microsoft 365.
- Basic understanding of Virtualization (VMware,
Hyper-V), Networking, VoIP, and Backup concepts.
- PowerShell scripting (basic to intermediate)
- Proficiency with IT support tools – especially help
desk ticketing systems and RMM platforms – to track issues and
remotely manage client devices. (Experience with platforms like ConnectWise, N-Able,
NinjaOne or similar tools is helpful.)
- Experience working in an ITIL-driven environment
and working knowledge of ITIL principles and processes. Certification
required within 6 months of employment.
Nice-to-Haves:
- Experience in a Managed Service Provider (MSP) environment and working for multi-clients.
- Microsoft MCSE/MCP or similar
certifications.
- Microsoft certifications (AZ-104, MD-102, or equivalent)
- Virtualization experience (VMware, Hyper-V, other hypervisors)
- Azure infrastructure experience
- CompTIA A+, Network+, Security+ or similar certifications.
- Basic Linux experience (simple commands, not scripting)
- ITIL® V4 Foundation certification (Certification
required within 6 months of employment).
Benefits
What you’ll enjoy about SIMNET:
- Comprehensive
Health & Wellness: Extended
health and dental coverage, plus a flexible health spending account (HSA), help
you take care of yourself on your terms.
- Financial
Wellbeing: Plan for your future with our group
RRSP matching program.
- Learning
& Growth: Access
continuing education opportunities, professional development programs, and
tuition support to grow your skills and advance your career.
- Work-from-home
options: Flexibility of being able to work
from home, especially during times when commuting or in-person interactions may
not be ideal.
- Recognition
& Rewards: Our gamified, people
driven program lets employees and leaders give kudos, earn recognition, and be
rewarded for collaboration and impact.
- Collaborative
Culture: Join a supportive, inclusive team
where ideas flow freely, feedback is welcomed, and teamwork drives success.
- Challenging
& Innovative Projects: Work on
high-impact projects that inspire creativity, experimentation, and
forward-thinking solutions.
- Convenience
& Comfort: On-site parking,
casual dress code, free snacks & drinks, and company lunches twice a month
to keep your day smooth.
- Team
Connection: Participate in
company events, outings, and team-building activities that celebrate successes
and build lasting connections.
At SIMNET, we believe diverse and inclusive teams drive better outcomes. We are an equal opportunity employer and are committed to providing reasonable accommodations to applicants throughout the interview process.
We may use AI-powered tools at certain stages of our hiring process to support application review and candidate communication. These tools assist our team, and all final hiring decisions are made by people – always.
We thank all applicants for their interest in SIMNET. Only candidates selected for an interview will be contacted.
Let’s work together to build a better future!
