IT Support Analyst
About The Position
SIMNET is a leading provider of cloud computing services and solutions, founded in 2008. They offer infrastructure as a service (IaaS), platform as a service (PaaS), and software as a service (SaaS) to various industries and customers across North America. SIMNET is headquartered in Whitby, Ontario, and is known for its expertise in cloud computing and commitment to high-quality, reliable, and secure services. The company fosters a community where people want to work long-term, driven by values of passion, focus, innovation, execution, collaboration, active learning, and giving back, with a commitment to positivity. They are seeking an organized, detail-oriented IT Support Analyst capable of independent light project work. This role requires structure, thorough documentation, sound judgment for triage and escalation, and the ability to handle tasks beyond routine ticket work. This is a 100% onsite position.
Requirements
- Windows 10/11 troubleshooting (desktop, laptop, peripherals, printers)
- 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 Haves
- CompTIA A+ or Network+
- Microsoft 365 Fundamentals (MS-900) or equivalent
- ITIL Foundation awareness
- Basic PowerShell (simple commands, not scripting)
- Basic Linux (simple commands, not scripting)
- Any MSP-specific experience (multi-tenant, multi-client environments)
Responsibilities
- 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
Benefits
- Extended health and dental care
- Group RRSP matching program
- Health spending account
- Continuing education opportunities
- Work-from-home options
- On-site parking
- Casual dress code
- Free snacks and drinks
- Company events and outings
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
