Sr. IT Help Desk Analyst

About Us

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‑size 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.

Role Summary

As the Sr. IT Support, 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!

Salary Range : $59,000‑$75,000

Location Type : Onsite / Hybrid

Vacancy : Ongoing Considerations

In this role, you will be responsible for :

• Be the technical escalation point for the L1 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. Prioritize and resolve incidents in line with Simnet’s SLAs.
• Continuously communicate with clients and provide status updates for their support tickets.
• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues. Ensure 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 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 :

Benefits

What you’ll enjoy about SIMNET :

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!

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