Job Description
IT Help Desk - Level II Support Analyst (Night Shift)
Whitby Southeast, Canada
| Posted on 05/17/2024
Welcome to SimnetInc., a dynamic and rapidly growing technology company thatis revolutionizing the way businesses operate. We arecurrently seeking talented individuals to join our team andhelp us continue our mission of creating innovativesolutions that make a real difference in our client’s lives.
At our company,we're not just keeping up with technology; we'releading the charge. Join us, and you'll be at theforefront of technology.
As the L2 Support, you are the escalationpoint as well as primary on client projects. If you havesuperb troubleshooting skills and want to be hands on with thenewest technology, then Simnet may be a great fit for you. This is a fully remote full time role for night shift hours.
Responsibilities:
• Evaluatedocumented resolutions and analyze trends for ways to preventrecurring issues.
• Assist in softwarereleases and rollouts
• Be a documentationwizard! Leaving detailed notes on requirements and solutions.
• Be hands on withnumerous applications. No two clients are alike and so thereis no end to the variety of things you will work on each day
• Be the escalationpoint for the L1 team and help out when things get busy
• Escalate incidentswith accurate documentation to suitable technician or vendor,when required.
• Record, track, anddocument the service desk incident-solving procedure, includingall successful and unsuccessful decisions made and actionstaken, through to final resolution.
• Troubleshootnetwork and firewall policies.
• Implementoperating system hardening for Windows and Linux servers
• Use remote toolsand diagnostic utilities to aid in troubleshooting.
• Research solutionsthrough internal and external knowledgebase as needed.
• Perform hands-onfixes at the desktop level when remote tools are notappropriate, including hardware repairs, delivery ofperipherals, or other fixes.
• Install antivirussoftware and ensure virus definitions are up to date.
• Performpost-resolution follow-ups with Level I Technicians.
• Develop helpsheets and FAQ lists for end users.
• Contribute totechnician knowledgebase and provide training as needed.Seriously, share that knowledge!
• Providesuggestions for continual improvement. We always want to hearhow it can be done better.
• Conduct operatingsystem patches and upgrades.
Requirements
• Strongunderstanding and hands on experience provide desk-top andwindows server support
• Strong knowledgeof Microsoft Active Directory, Microsoft Exchange and O365
• Basicunderstanding of Virtualization (VMware, Hyper-V) and VoIP principles
• Knowledge ofnetworking and routing protocols such as DNS, TCP/IP, ports,protocols (HTTP, HTTPS)
• Experience workingin an ITIL-driven environment and working knowledge of ITILprinciples and processes. Certification required within 6 monthsof employment.
• Exceptionalwritten and oral communication skills.
• Exceptionalinterpersonal skills, with a focus on rapport building,listening, and questioning skills.
• Experiencemaintaining timely and accurate helpdesk records using theticketing system
Qualifications:
• College diploma oruniversity degree in the field of computer science and 3+ yearsof solid IT help desk skills. Experience in managed services(MSP) or value-added reseller (VAR) environment is a plus.
• Additional weightwill be given to candidates with the following:
o MSCE, MCE orMCP or equivalent certifications
o Network +
o ITIL v.4Foundation certification (Certification required within 6months of employment).
o Fortinet NSE4
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Extended healthand dental care:
We provide extendedhealth and dental care benefits, helping employees save money onmedical expenses and promote good health practices.
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Group RRSPmatching program:
Simnet offers agroup RRSP matching program, helping employees plan for theirfinancial future.
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Health spending account:
Access to a healthspending account to choose how you spend your health caredollars and it can help cover expenses not covered bytraditional health benefits.
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Continuingeducation opportunities:
We offeropportunities for professional development, such as trainingprograms or tuition reimbursement, we encourage employees togrow their skills and advance their careers.
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Work-from-home options:
Flexibility ofbeing able to work from home, especially during times whencommuting or in-person interactions may not be ideal.
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On-site parking:
On-site parkingprovided, helping to reduce stress and save time!
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Casual dress code:
Ditching the stuffybusiness attire. Employees can wear comfortable clothingcreating a more relaxed and enjoyable work environment.
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Free snacks and drinks:
Who doesn'tlove free food and drinks? We provide an array of snacks andbeverages to keep you energized and motivated throughout the day.
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Company events and outings:
We have multiplecompany-sponsored events throughout the year, such as holidayparties or team-building activities!
If you are a highlymotivated individual with a passion for leading and managingoperations, and possess the skills and experience we arelooking for, we encourage you to apply for this excitingopportunity and consider joining us at Simnet Inc.
We believe providing excellent service and creating happycustomers is the way to create a valuable, enduring company thatpeople love.
Let's worktogether to build a better future!
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