IT Help Desk - Level II Support Analyst

SIMNET Inc.; Whitby; On-site; CAD 55,000 - 70,000; Full time

Job summary

A dynamic technology company in Whitby is seeking an L2 Support professional to join their innovative team. The role involves troubleshooting, assisting in software rollouts, and serving as an escalation point for client projects. Ideal candidates will have strong support experience, excellent communication skills, and a passion for technology. Join us to make a real difference in our clients' lives while enjoying a range of benefits including health care, professional development opportunities, and a casual work environment.

Benefits

Extended health and dental care

Group RRSP matching

Health spending account

Opportunities for professional development

Work-from-home options

On-site parking

Casual dress code

Free snacks and drinks

Company events and outings

Qualifications

• 3+ years of IT help desk experience required.
• ITIL certification required within 6 months.

Responsibilities

• Evaluate documented resolutions and analyze trends.
• Troubleshoot network and firewall policies.
• Assist in software releases and rollouts.

Skills

Troubleshooting

Communication

Documentation

Networking

Education

College diploma or university degree in computer science

Tools

Microsoft Active Directory

Exchange

O365

VMware

Hyper-V

ITIL

Job description

Welcome to Simnet Inc., a dynamic and rapidly growing technology company that is revolutionizing the way businesses operate. We are currently seeking talented individuals to join our team and help us continue our mission of creating innovative solutions that make a real difference in our clients' lives. At our company, we're not just keeping up with technology; we're leading the charge. Join us, and you'll be at the forefront of technology.

As the L2 Support, you are the escalation point as well as the primary contact 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.

Responsibilities:

1. Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
2. Assist in software releases and rollouts.
3. Be a documentation wizard! Leaving detailed notes on requirements and solutions.
4. Be hands-on with numerous applications. No two clients are alike, so expect a variety of tasks each day.
5. Serve as the escalation point for the L1 team and assist when workload increases.
6. Escalate incidents with proper documentation to the appropriate technician or vendor when needed.
7. Record, track, and document the service desk incident-solving process, including decisions and actions taken, through to resolution.
8. Troubleshoot network and firewall policies.
9. Implement OS hardening for Windows and Linux servers.
10. Use remote tools and diagnostic utilities for troubleshooting.
11. Research solutions via internal and external knowledgebases.
12. Perform hands-on fixes at the desktop level, including hardware repairs and peripheral delivery.
13. Install and update antivirus software.
14. Conduct post-resolution follow-ups with Level I Technicians.
15. Develop help sheets and FAQ lists for end users.
16. Contribute to the technician knowledgebase and provide training as needed.
17. Suggest improvements for processes and services.
18. Conduct OS patches and upgrades.

Requirements:

• Strong support experience with desktop and Windows servers.
• Knowledge of Microsoft Active Directory, Exchange, and O365.
• Basic understanding of Virtualization (VMware, Hyper-V) and VoIP.
• Networking knowledge including DNS, TCP/IP, ports, and protocols.
• Experience in an ITIL-driven environment; ITIL certification required within 6 months.
• Excellent communication skills, both written and verbal.
• Strong interpersonal and documentation skills.
• Experience with helpdesk ticketing systems.

Qualifications:

• College diploma or university degree in computer science or related field, with 3+ years of IT help desk experience. MSP or VAR experience is a plus.
• Certifications such as MSCE, MCE, MCP, Network+, ITIL v.4 Foundation (within 6 months), Fortinet NSE4 are advantageous.

Benefits:

• Extended health and dental care.
• Group RRSP matching.
• Health spending account.
• Opportunities for professional development.
• Work-from-home options.
• On-site parking.
• Casual dress code.
• Free snacks and drinks.
• Company events and outings.

If you are highly motivated, passionate about technology, and meet the qualifications, we encourage you to apply and join us at Simnet Inc. We believe in providing excellent service and creating happy customers to build a valuable, enduring company. Let's work together to build a better future!