Whitby Southeast, Canada | Posted on 07/23/2026

About Us

The company is headquartered inWhitby, Ontario. SIMNET is known for its expertise in cloud computing and itscommitment to providing high-quality, reliable, and secure services to itscustomers.

Our global team is committed tobuilding a community where phenomenal people want to work long term by livingour values of passion, focus, innovation, execution, collaboration, activelearning and giving back, all with a commitment of being positive by choice inall we do. If you are ready to accelerate, innovate and lead, join us as wechallenge constraints and problem solve for tomorrow, today.

Role Summary:

As the Sr. IT Support Analyst, you are the escalation point as well asprimary on client projects. If you have superb troubleshooting skills and wantto be hands on with the newest technology, then SIMNET may be a great fit foryou! 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

Eligiblefor Discretionary Bonus: YES

Location Type: Onsite

Vacancy: Position Available Now

In this role, you will be responsible for:

- Be the technical escalation point for Level 1team. Provide deep troubleshooting for complex issues including hardware,software, network, and more.

- Identify/analyze ticket trends and know when tojump in to assist colleagues.

- Manage a high volume of support tickets usingthe ticketing system. Prioritizing and resolving incidents in line withSimnet’s SLAs.

- Continually communicating with clients andproviding status updates for their support tickets.

- Evaluate documented resolutions and analyzetrends for ways to prevent recurring issues. Ensure that best practices asdocumented by vendor are observed and referenced where appropriate.

- Document all support activities, solutions, andtroubleshooting steps in the company knowledge base. Create and updatetechnical guides/FAQs so that common issues can be resolved more efficiently inthe future.

- Escalate incidents with accurate documentationto suitable technician or vendor, when required.

- Continuously monitor client systems and networksusing Remote Monitoring and Management (RMM) tools and respond to alerts orperformance issues proactively before they impact the client. This includesapplying software patches, antivirus updates, and system optimizations asneeded.





- Conduct server maintenance including patching,vulnerability remediations, stability/performance adjustments.

- Participate in an on-call support rotation (ifrequired), handling urgent after-hours issues on a scheduled basis to ensure 24/7support coverage for critical incidents. (Extra compensation or time off isprovided when on-call.)
Collaborate on IT projects for clients, such asserver upgrades, cloud migrations, network installations, or office moves.Ensure project tasks assigned to you are completed on time and with minimaldisruption to client operations.
- When remote troubleshooting is not possible, beprepared to travel on-site to get to deploy new equipment and resolve issues.

- Coach and mentor L1 Technicians throughdocumentation, 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 thefield of computer science and 3+ years of solid IT help desk experience.

- Strong understanding and hands-on experience providingjack-of-all-trades support for end-users, servers, network, and other commonbusiness technologies.

- Exceptional written and oral communicationskills.

- Exceptional interpersonal skills, with a focuson rapport building, listening, and questioning skills.

- Strong documentation skills.Experience maintaining timely and accuratehelpdesk 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 helpdesk ticketing systems and RMM platforms – to track issues andremotely manage client devices. (Experience with platforms like ConnectWise, N-Able,NinjaOne or similar tools is helpful.)

- Experience working in an ITIL-driven environmentand working knowledge of ITIL principles and processes.



Certificationrequired within 6 months of employment.

Nice-to-Haves:

- Experience in a Managed Service Provider (MSP) environment and working for multi-clients.

- Microsoft MCSE/MCPor similarcertifications.

- 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 (Certificationrequired within 6 months of employment).

What you’ll enjoyabout SIMNET:

- ComprehensiveHealth & Wellness: Extendedhealth and dental coverage, plus a flexible health spending account (HSA), helpyou take care of yourself on your terms.
- FinancialWellbeing: Plan for your future with our groupRRSP matching program.
- Learning& Growth: Accesscontinuing education opportunities, professional development programs, andtuition support to grow your skills and advance your career.
- Work-from-homeoptions : Flexibility of being able to workfrom home, especially during times when commuting or in-person interactions maynot be ideal.
- Recognition& Rewards: Our gamified, peopledriven program lets employees and leaders give kudos, earn recognition, and berewarded for collaboration and impact.
- CollaborativeCulture: Join a supportive, inclusive teamwhere ideas flow freely, feedback is welcomed, and teamwork drives success.
- Challenging& Creative Projects: Work onhigh-impact projects that inspire creativity, experimentation, andforward-thinking solutions.
- Convenience& Comfort: On-site parking,casual dress code, free snacks & drinks, and company lunches twice a monthto keep your day smooth.
- TeamConnection: Participate incompany events, outings, and team-building activities that celebrate successesand build lasting connections.

At SIMNET, we believe diverse and inclusive teams drive betteroutcomes. We are an equal opportunity employer and are committed to providingreasonable accommodations to applicants throughout the interview process.

We may use AI-powered tools at certain stages of our hiringprocess to support application review and candidate communication. These toolsassist our team, and all final hiring decisions are made by people – always.

We thank all applicants for their interest in SIMNET. Onlycandidates selected for an interview will be contacted.

Let’s work together to build a better future!

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📌 Sr. IT Support Analyst (Whitby)
🏢 Simnet
📍 Whitby