IT Help Desk - Level II Support Analyst

JobFinder Spain; Whitby; Hybrid; CAD 50,000 - 80,000; Full time

Job summary

An innovative technology company is seeking an L2 Support Specialist to join their dynamic team. In this role, you'll be the primary contact for client projects, utilizing your superb troubleshooting skills to work hands-on with cutting-edge technology. You'll evaluate resolutions, assist with software rollouts, and maintain comprehensive documentation. This is a fantastic opportunity to contribute to a forward-thinking organization that values excellent service and customer satisfaction. If you're passionate about technology and eager to make a difference, this role is for you!

Benefits

Extended Health and Dental Care

Group RRSP Matching

Health Spending Account

Continuing Education Opportunities

Work-from-home Options

On-site Parking

Casual Dress Code

Free Snacks and Drinks

Company Events and Outings

Qualifications

• 3+ years of help desk experience with strong desktop and server support.
• ITIL certification within 6 months and excellent communication skills.

Responsibilities

• Evaluate resolutions and analyze trends to prevent recurring issues.
• Troubleshoot network and firewall policies, and perform hands-on fixes.
• Assist in software releases and maintain detailed documentation.

Skills

Troubleshooting Skills

Communication Skills

Interpersonal Skills

Helpdesk Ticketing Systems

Education

College Diploma in Computer Science

University Degree in Computer Science

Tools

Microsoft Active Directory

Exchange

O365

VMware

Hyper-V

VoIP

Job description

Welcome to Simnet Inc., a dynamic and rapidly growing technology company revolutionizing how businesses operate. We are seeking talented individuals to join our team and help us create 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: L2 Support

You will serve as the escalation point and primary contact for 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, adapting to diverse client needs.
5. Serve as the escalation point for the L1 team and assist during busy periods.
6. Escalate incidents with accurate documentation to appropriate technicians or vendors.
7. Record, track, and document service desk incidents and resolutions.
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 hands-on fixes at the desktop level, 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.
17. Suggest improvements to processes and tools.
18. Conduct OS patches and upgrades.

Requirements:

1. Strong experience supporting desktops and Windows servers.
2. Knowledge of Microsoft Active Directory, Exchange, and O365.
3. Basic understanding of Virtualization (VMware, Hyper-V) and VoIP.
4. Understanding of networking protocols like DNS, TCP/IP, HTTP, HTTPS.
5. Experience in an ITIL-driven environment; ITIL certification within 6 months.
6. Excellent communication skills.
7. Strong interpersonal skills for rapport building.
8. Experience with helpdesk ticketing systems.

Qualifications:

1. College diploma or university degree in computer science with 3+ years of help desk experience.
2. Preferred certifications: MSCE, MCE, MCP, Network+, ITIL v.4 Foundation, Fortinet NSE4.
3. Additional certifications are a plus.

Benefits:

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

If you are motivated, passionate about operations, and possess the required skills and experience, we encourage you to apply and consider joining us at Simnet Inc.

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

Let's work together to build a better future!