IT Support Analyst

About the role

The IT Support Analyst will ensure smooth operation of computer systems for end‑users at SIMNET, a leading cloud services provider. You will receive, prioritize, document and resolve help‑desk requests, escalating incidents when required to meet service‑level agreements.

Key responsibilities

• Provide first‑contact support via telephone, web portal, email and chat.
• Gather detailed problem information and build rapport with users.
• Prioritize incidents and service requests according to defined SLA processes.
• Escalate incidents with accurate documentation to appropriate technicians.
• Record, track and document the entire incident‑resolution process.
• Deploy pre‑packaged software using distribution tools as requested.
• Use remote support tools and diagnostic utilities to troubleshoot; perform hands‑on fixes at the desktop level when remote tools are unsuitable.
• Conduct hardware repairs, deliver peripherals and perform other on‑site fixes.
• Research solutions through internal and external knowledge bases.
• Identify and learn the software and hardware used and supported by the organization.

Required profile

• Ability to provide courteous, timely first‑contact support across multiple channels.
• Strong organizational skills to prioritize tickets and meet SLA targets.
• Attention to detail for accurate documentation and escalation.
• Willingness to perform on‑site hardware repairs and peripheral installations.
• Proactive attitude for researching and learning new technologies.

Required skills

• Remote support tools (e.g., remote desktop, screen sharing).
• Diagnostic utilities for troubleshooting Windows desktops.
• Software distribution tools for deploying pre‑packaged applications.
• Hardware repair and peripheral installation.
• Knowledge‑base research skills.

What we offer

• Competitive salary range of $50,000‑$65,000 CAD per year.
• Eligibility for a discretionary bonus.
• Full‑time permanent position.
• Opportunity to work in a fast‑growing cloud computing environment.