Junior IT Support Analyst

Job Summary - Junior IT Support Analyst

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 Junior 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:

  • 1+ years of solid IT help desk skills. Experience in managed services (MSP) or value-added reseller (VAR) environment is a plus
  • First level support for customer questions received via telephone calls, call-backs, emails, and help desk requests
  • Familiarity with ConnectWise or other ticketing tools.
  • Ensure that requests are properly logged, assigned, and responded to in a timely manner and according to agreed SLA’s
  • Identify and escalate situations requiring urgent attention - have the wherewithal to recognize where more eyes are needed
  • Support and maintenance of Firewalls, Servers (VMWare and Windows Server 2003-2016), network equipment (switches, routers and access points), server applications (Active Directory, Exchange 2007-2016, SQL, PHP and PostgreSQL databases, etc.) including the monitoring of server performance and disk space requirements
  • Assist in ensuring the data center infrastructure can support the requirements of the business as we continue to expand
  • Configure, deploy & support PCs / Laptops /Smart Phones and other equipment
  • Maintain and support printers and other network peripherals
  • Microsoft Windows XP/7/8/10, Microsoft Outlook and the Office Suite, including Office365
  • Remote Support Tools – such as N-able and TeamViewer
  • Malware/virus clean-up and maintenance
  • Hardware and software troubleshooting, installation and repair
  • E-mail client configuration (Outlook, iOS and Android)
  • Networking (basic knowledge of switches, firewalls, VPN clients, wireless networking)
  • Basic experience with Windows Server Active Directory


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?


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