Intermediate Support Analyst

We currently have an exciting career opportunity for an Intermediate IT Support Analyst. You will be part of a team responsible for providing day-to-day IT Support to our customers along with after hour maintenance requests as required. Our fast-paced and demanding environment provides an excellent opportunity for candidates to gain exposure and experience with a variety of information technologies. We are located in Whitby, Ontario, however, this role requires travel to client sites within the GTA and therefore a vehicle is required. Simnet’s hours of operation are “As required by our customers”, which means employee flexibility is required to meet the demands of the business. As a 24/7/365 operation, employees are required to provide on-call after hours support on a rotational basis. This position reports to the Service Delivery Manager.

Duties and responsibilities

  • Provide first and second level support and problem resolution to external clients via phone, remote and at desk side support
  • Investigate and diagnose problems with mobile, laptop, desktop, server hardware and application software, including monitoring and verifying log files, file and print services, backup and security in a MS Windows network environment
  • Support and maintain network hardware, servers (directory, email, databases, etc.) including the monitoring of server performance and disk space requirements
  • Process issues using a ticket management database
  • Document the infrastructure architecture environment and administrative procedures to ensure our infrastructure remains efficient, reliable, cost effective, and of high quality
  • Share the responsibility of after hours support on a rotating basis with your colleague(s)
  • Other duties and projects as assigned by management


  • Computer Technology diploma or equivalent experience with a minimum of 3 years’ of related work experience; MCSE on Windows or MCITP on Windows Server is an asset
  • Experience troubleshooting email servers
  • Advanced troubleshooting networking and internet connectivity related issues
  • Strong interpersonal skills, including oral and written communication skills
  • Ability to interpret requirements and recommend solutions that best address clients’ needs
  • Excellent analytical skills, able to suggest alternatives for problem solving and to effectively question users to resolve problems
  • Demonstrated organizational skills, including ability to prioritize and resolve service issues to meet established service level commitments
  • Proven ability to establish positive working relationships with a broad variety of clients and external organizations
  • Highly organized with the ability to effectively prioritize and execute multiple tasks in a deadline driven environment and with limited supervision
  • Exceptional attention to detail and the ability to grasp concepts quickly

The ideal candidate will have experience with the following technologies:

  • Fortinet Fortigate Firewalls
  • Dell Servers
  • VMWare ESXi
  • Microsoft Server Operating Systems
  • Microsoft Desktop Operating Systems
  • Microsoft Hyper-V
  • Android OS
  • iOS
  • Veeam
  • Cpanel
  • Microsoft Active Directory
  • Group Policy
  • Microsoft Exchange 2007 to 2016
  • Wireless Networking
  • DNS

What we offer

Simnet is a small but growing IT company looking for individuals who are excited to grow with us and help shape the foundation of our company for future success.

We offer:

  • Continuous growth and development
  • A casual work environment
  • Employee Health Spending Account
  • Cell phone for personal use after 3 months’ probation

Working conditions

  • Ability to work after hours when required
  • 20% travel to provide off-site support within the GTA
  • Provide coverage for 24/7 rotating pager duty, including weekends and statutory holidays
  • Valid driver's license and access to reliable vehicle is a must (mileage is reimbursed)

Job Type: Full-time

Job Location:

  • Whitby, ON

Required education:

  • Diploma/Certificate

Required experience:

  • Troubleshooting: 3 years
  • Customer Service: 3 years
  • IT Support: 3 years

Required licenses or certifications:

  • Full access to vehicle
  • Driver's Licence required

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