Sr. IT Support Analyst

SIMNET; Whitby; On-site; CAD 65,000 - 75,000; Full time

Benefits offered by this job

Health & dental

RRSP matching

Tuition support

Work-from-home options

Kudos & recognition program

On-site parking

Job summary

SIMNET in Whitby, Ontario seeks a Sr. IT Support Analyst to be the escalation point on client projects and mentor junior team members. You will troubleshoot complex issues across hardware, software, network, and virtualization, and manage a high volume of tickets with SLA adherence.

You’ll travel to client sites within the Durham Region, contribute to server maintenance, and assist in cloud migrations and office moves. A strong ITIL background is required.

Qualifications

• College diploma or university degree in computer science and 3+ years of IT help desk experience.
• Strong hands-on support for end-users, servers, networks and business tech.
• Excellent written and oral communication; solid documentation skills.
• Experience with ITIL processes; certification within 6 months is expected.
• Proficiency with ticketing systems and RMM tools; vendor coordination a plus.

Responsibilities

• Serve as the escalation point for Level 1 and mentor junior staff.
• Troubleshoot complex hardware, software, network, and system issues.
• Manage high ticket volume with SLA-oriented prioritization.
• Provide status updates to clients and document steps in knowledge base.
• Monitor client systems with RMM tools and apply patches and optimizations.
• Coordinate on-site travels to client sites in Durham Region when needed.
• Assist with server maintenance, upgrades, migrations, and projects.
• Participate in on-call rotation and contribute to process improvements.

Skills

IT help desk

Troubleshooting

Windows Server

Active Directory

Network basics

PowerShell scripting

RMM tools

Ticketing systems

Vendor coordination

Education

College diploma or university degree in computer science

Tools

ConnectWise

NinjaOne

N‑Able

RMM platforms

Hyper-V

VMware

Hudu

Microsoft 365

Job description

About Us

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/MCPor similar certifications.
• Microsoft certifications (AZ‑104, MD‑102, or equivalent)
• Virtualization experience (VMware, Hyper‑V, other hypervisors)
• 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).

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!