IT Help Desk - Level II Support Analyst

Simnet Inc.; Ontario; On-site; CAD 50,000 - 70,000; Full time

Job summary

A dynamic technology company in Canada is seeking a Level 2 Support Specialist to enhance their client projects. The role involves troubleshooting, maintaining documentation, and serving as the escalation point for client issues. Ideal candidates will have strong experience in desktop and server support, excellent communication skills, and a commitment to continuous improvement. Join a team that values innovation and customer satisfaction.

Benefits

Extended health and dental coverage

Group RRSP matching program

Health spending account

Opportunities for professional development

Work-from-home options

On-site parking

Casual dress code

Free snacks and drinks

Company-sponsored events and outings

Qualifications

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

Responsibilities

• Evaluate resolutions and analyze trends to prevent issues.
• Troubleshoot network and firewall policies.
• Implement OS hardening for Windows and Linux servers.

Skills

Troubleshooting

Communication

Interpersonal Skills

Education

College diploma or university degree in Computer Science

Tools

Microsoft Active Directory

Exchange

O365

VMware

Hyper-V

VoIP

DNS

TCP/IP

Job description

Whitby Southeast, Canada | Posted on 05/07/2025

Welcome to SimnetInc., 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.

Position: Level 2 Support

The L2 Support acts as the escalation point and is the primary contact on client projects. If you have superb troubleshooting skills and want to work hands-on with the latest technology, Simnet may be a great fit for you.

Responsibilities:

1. Evaluate documented resolutions and analyze trends to prevent recurring issues.
2. Assist in software releases and rollouts.
3. Maintain detailed documentation on requirements and solutions.
4. Work hands-on with various applications, addressing diverse client needs daily.
5. Serve as the escalation point for the L1 team and support when busy.
6. Escalate incidents with proper documentation to appropriate technicians or vendors.
7. Record, track, and document the incident resolution process.
8. Troubleshoot network and firewall policies.
9. Implement OS hardening for Windows and Linux servers.
10. Use remote tools and diagnostics for troubleshooting.
11. Research solutions via internal and external knowledge bases.
12. Perform on-site fixes when remote support isn't sufficient, including hardware repairs.
13. Install and update antivirus software.
14. Follow up post-resolution with Level I Technicians.
15. Create help sheets and FAQs for end-users.
16. Contribute to the knowledge base and provide training as needed.
17. Suggest continual improvements.
18. Conduct OS patches and upgrades.

Requirements:

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

Qualifications:

• College diploma or university degree in Computer Science or related field with 3+ years of help desk experience.
• Preferred certifications: MSCE, MCE, MCP, Network+, ITIL v.4 Foundation (required within 6 months), Fortinet NSE4.

Benefits:

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

If you are motivated, passionate about operations, and possess the required skills, we encourage you to apply and join Simnet Inc.

We believe in providing excellent service and creating happy customers to build a valuable, enduring company that people love.

Let's work together to build a better future!