Intermediate Support Analyst

Job Summary

Would you like to join a fast-paced managed services team where your decisions have a direct impact on the business? Simnet is looking for a bright, passionate and highly motivated Intermediate IT Support Analyst to provide excellent customer service and IT support to our clients.

Responsibilities and Duties

Your non-technical abilities include:

  • Able to work within a team environment and utilizing other resources with good judgment
  • Able to demonstrate high initiative and ownership of issues
  • Able to excel in making customers feel great about their support experience regardless of the outcome
  • Able to follow internal procedures and reliably perform real-time ticket documentation
  • Able to work at a fast pace and achieve pre-determined goals
  • Able to own and manage small projects under specific customer guidelines
  • Excellent written, verbal and interpersonal skills
  • Must be ready and willing to commit to continuous education, certification, and self-improvement
  • Must be willing and able to travel to client site as needed. A reliable vehicle is needed for this position
  • Able and ready to work during our business hours of 9:00 am to 5:00 pm. Flexibility is required given the nature of the business
  • Able to participate in a rotating 24x7, on-call schedule along with after hour maintenance


Your technical abilities include:

  • 3+ years of solid IT help desk skills. Experience in managed services (MSP) or value-added reseller (VAR) environment is a plus
  • Second level support for customer questions received via telephone calls, call-backs, emails, and help desk requests
  • Ability to work independently and take ownership of and complete relatively complex tasks, effectively using available resources, as needed, with minimal guidance
  • Maintain timely and accurate helpdesk records using the ticketing system; familiarity with ConnectWise or other ticketing tools
  • Troubleshoot network connectivity issues across a wide range of routers, switches, modems, wireless controllers, and other communication devices
  • Installing, maintaining, programming and testing networking hardware
  • Knowledge and experience with Layer 1 and Layer 2 troubleshooting
  • Basic knowledge of routing protocols; concepts such as DNS, TCP/IP, ports, protocols (HTTP, HTTPS)
  • Microsoft Windows XP/7/8/10, Microsoft Outlook and the Office Suite, including Office365
  • Windows Server 2008, 2012 and 2016
  • Microsoft Active Directory
  • Experience troubleshooting email service such as Microsoft Exchange.
  • Networking connectivity/equipment TCP/IP for both LAN and WAN topologies, including routers, managed switches, VLANs, WLANs, NAT, firewalls
  • Familiarity with Remote Monitoring software such as N-able and TeamViewer.
  • Data Backup Technologies: Veeam Backup and Replication, Veeam Cloud Connect, and other cloud backup technologies
  • Server virtualization
  • Document the infrastructure architecture environment


Qualifications and Skills

Additional weight will be given to candidate with the following:

  • MSCE, MCE or MCP certifications
  • CCNA
  • Network +
  • CompTIA Security+
  • ITIL® v.3 Foundation certification

Educational requirements:

Diploma/degree in computer science or networking infrastructure studies.


What we offer:

  • Continuous growth and development
  • A casual work environment
  • Employee Health Spending Account
  • Paid cell phone plan and laptop after 3 months’ probation


Job Type: Full-time

Qualification Questions

You have requested that Indeed ask candidates the following questions:

  • How many years of Customer Service experience do you have?
  • How many years of IT Support experience do you have?
  • How many years of Troubleshooting experience do you have?
  • Have you completed the following level of education: High school or equivalent?
  • Are you in Whitby, ON?
  • Do you have the following license or certification: Driver's Licence required?
  • Do you have the following license or certification: Full access to vehicle?


Here are tips on how to resolve network issues without breaking the bank. Get our eBook