IT Support 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‑sized 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

The IT Support Analyst plays a critical role in ensuring the smooth operation of computer systems so that end users can perform their work effectively. In this role, you will receive, prioritize, document, and actively resolve end‑user help requests, escalating incidents when necessary to meet SLA expectations. Problem resolution may involve using diagnostic tools and help request tracking systems, as well as providing in‑person, hands‑on support at the desktop level, including hardware and peripheral assistance.

Salary Range: 50-65K. Eligible for Discretionary Bonus: YES. Job Type: Full‑Time. Vacancy: Position Available Now.

Key Responsibilities

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end‑user issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician when required.
• Record, track, and document the service desk incident‑solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Deploy pre‑packaged software using distribution tools, and use remote tools and diagnostic utilities to aid in troubleshooting and perform hands‑on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Research solutions through internal and external knowledge bases as needed, identify and learn appropriate software and hardware used and supported by the organization, install antivirus software and ensure virus definitions are up to date, perform preventative maintenance including checking and cleaning of workstations, printers, and peripherals, understand basic VoIP principles, and conduct operating system patches and upgrades.
• Other tasks and duties as required.

Requirements

• Excellent customer service and troubleshooting skills.
• Excellent documentation skills.
• Excellent written and verbal communication.
• Critical thinking skills.
• 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, off‑boarding, 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-Have

• CompTIA Network+ or Security+.
• Microsoft 365 Fundamentals (MS‑900) or equivalent.
• ITIL Foundation awareness.
• Basic PowerShell (simple commands, not scripting).
• Basic Linux experience (simple commands, not scripting).
• Any MSP‑specific experience (multi‑tenant, multi‑client environments).

Benefits

• Comprehensive Health & Wellness: Extended health and dental coverage, plus a flexible health spending account (HSA).
• 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!

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