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.

IT Support Analyst, you are the escalation point as well as primary on client projects. 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.

Eligible for Discretionary Bonus: YES Location Type: Onsite in Office & Client Sites Others: Must have a reliable vehicle to travel between client sites (Durham Region) 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. Continually communicating with clients and providing status updates for their support tickets. 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. 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. (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. 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 interpersonal skills, with a focus on rapport building, listening, and questioning skills.

Experience maintaining timely and accurate helpdesk records using the ticketing system. Solid knowledge of Microsoft Active Directory, Microsoft Exchange, and Microsoft 365. Basic understanding of Virtualization (VMware, Hyper‐V), Networking,



VoIP, and Backup concepts.

Proficiency with IT support tools – especially help desk ticketing systems and RMM platforms – to track issues and remotely manage client devices. (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) 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). Extended health and dental coverage, plus a flexible health spending account (HSA), help you take care of yourself on your terms.

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.

Challenging & Innovative Projects: Work on high‐impact projects that inspire creativity, experimentation, and forward‐thinking solutions. 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. 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.

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