IT Support Analyst

SIMNET; Whitby; On-site; CAD 50,000 - 65,000; Full time

Benefits offered by this job

Health & dental care

RRSP matching

Health spending account

Continuing education opportunities

Work-from-home options

On-site parking

Casual dress code

Free snacks and drinks

Company events

Job summary

SIMNET is seeking an IT Support Analyst to join our on-site team in Whitby, Ontario. You will be the first point of contact for all support channels, triaging incidents, and guiding end users with clear, documented steps.

The role emphasizes structured work practices, knowledge base contributions, and reliable ticket management. The ideal candidate has hands-on experience with Microsoft 365, Active Directory, basic networking, and remote support tools, with onboarding/offboarding experience and

Qualifications

• Experience administering Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive).
• Fundamentals of Active Directory and user lifecycle management.
• Basic networking knowledge (DNS, DHCP, TCP/IP, VPN troubleshooting).
• Experience with VoIP/Phone System troubleshooting.
• Experience onboarding/offboarding employees and role changes.
• Familiarity with remote monitoring and management (RMM) tools.
• Experience with a ticketing/PSA system (Zoho Desk, Autotask, ConnectWise, Halo).
• Familiarity with documentation platforms (Hudu, IT Glue, or equivalent).
• Proficiency with remote support tools (ScreenConnect, Quick Assist).

Responsibilities

• Serve as first point of contact across support channels (phone, email, chat).
• Perform initial triage and basic troubleshooting for incidents.
• Resolve issues within scope using knowledge base and peer collaboration.
• Assess impact and urgency to assign priority and SLA.
• Escalate unresolved incidents with complete documentation.
• Provide end-user guidance and training on common tasks.
• Maintain and contribute to the knowledge base for recurring issues.
• Keep tickets updated and closed with proper documentation.
• Monitor ticket queues and system dashboards for alerts.
• Ensure compliance with policies and escalate as needed.
• Contribute to light projects such as data validation and audits.

Skills

Microsoft 365

Active Directory

Networking basics

VoIP troubleshooting

Onboarding/offboarding

RMM familiarity

Ticketing systems

Documentation tools

Remote support tools

Tools

N-able N-central

NinjaRMM

Datto

Zoho Desk

Autotask

ConnectWise

Halo

Hudu

IT Glue

ScreenConnect

Job description

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.

We are looking for an IT Support Analyst who is organized, detail-oriented, and capable of contributing to light project work independently. This is not just a “phone jockey” role — the ideal candidate brings structure to their day, documents thoroughly, uses sound judgement to triage and elevate, and can be trusted with defined tasks beyond routine ticket work.This is a 100% onsite position — it cannot be performed remotely.

Salary Range: 50-65K

Eligible for Discretionary Bonus: YES

Location Type: Onsite

Job Type: Full Time

Vacancy: Ongoing Considerations

In this role, you will be responsible for:

• Acts as the first point of contact for all support channels (phone, email, portal, chat, etc)
• Handles initial triage and troubleshooting for all incoming incidents and service requests
• Resolves issues within scope using experience, knowledgebase articles, and peer collaboration
• Determines impact and urgency to assign correct priority and SLA classification
• Escalates unresolved incidents to Tier 2 or Tier 3 with complete documentation of all actions taken and insights
• Provides basic “how-to” end-user guidance and training
• Maintains and contributes to the knowledgebase for recurring issues
• Ensures all tickets are updated, documented accurately, and properly closed
• Monitors team ticket queues and dashboards for system/network alerts
• Validates compliance with policy and procedures during all tasks, taking action or escalating as necessary
• Contributes to light project work such as data validation, list checks, device audits, and scheduled tasks under guidance

Requirements

To be successful in this role, you'll need:

• Microsoft 365 basics (Exchange Online, Teams, SharePoint, OneDrive — password resets, account lockouts, email configuration)
• Active Directory fundamentals (password resets, account creation, basic group management)
• Basic networking (DNS, DHCP, TCP/IP, VPN connectivity troubleshooting)
• Basic VoIP / Phone System troubleshooting
• Experience performing employee onboarding, offboarding, and role changes
• RMM familiarity (N-able N-central or equivalent such as NinjaRMM, Datto)
• Ticketing system experience (Zoho Desk or any PSA — Autotask, ConnectWise, Halo)
• Documentation platform familiarity (Hudu, IT Glue, or equivalent)
• Remote support tools (ScreenConnect, Quick Assist, or equivalent)

Nice-to-Have:

• CompTIA A+ or Network+
• Microsoft 365 Fundamentals (MS-900) or equivalent
• Basic PowerShell (simple commands, not scripting)
• Basic Linux (simple commands, not scripting)
• Any MSP-specific experience (multi-tenant, multi-client environments)

• Extended health and dental care : We provide extended health and dental care benefits, helping employees save money on medical expenses and promote good health practices.
• Group RRSP matching program : Simnet offers a group RRSP matching program, helping employees plan for their financial future.
• Health spending account : Access to a health spending account to choose how you spend your health care dollars and it can help cover expenses not covered by traditional health benefits.
• Continuing education opportunities : We offer opportunities for professional development, such as training programs or tuition reimbursement, we encourage employees to grow their skills and advance their careers.
• 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.
• On-site parking : On-site parking provided, helping to reduce stress and save time!
• Casual dress code : Ditching the stuffy business attire. Employees can wear comfortable clothing creating a more relaxed and enjoyable work environment.
• Free snacks and drinks : Who doesn't love free food and drinks? We provide an array of snacks and beverages to keep you energized and motivated throughout the day.
• Company events and outings : We have multiple company-sponsored events throughout the year, such as holiday parties or team-building activities!

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!