IT Support Analyst

About the role

We are seeking an organized, detail‑oriented IT Support Analyst to join SIMNET’s Whitby office. The role goes beyond basic phone support, requiring thorough documentation, sound judgement in triage, and participation in light project work.

Key responsibilities

• Serve as the first point of contact across phone, email, portal and chat channels.
• Triage and troubleshoot incoming incidents and service requests, resolving issues within scope.
• Determine impact and urgency, assign appropriate priority and SLA classification.
• Escalate unresolved tickets to Tier 2/3 with complete documentation.
• Provide end‑user “how‑to” guidance and basic training.
• Maintain and contribute to the knowledge base for recurring issues.
• Ensure tickets are accurately updated and closed.
• Monitor ticket queues and system/network alerts.
• Validate compliance with policies and procedures.
• Assist with light project tasks such as data validation, device audits and scheduled tasks.

Required profile

• Organized and detail‑oriented with the ability to work independently.
• Strong judgment for triage, escalation and documentation.
• Comfortable handling both routine tickets and defined project work.

Required skills

• Windows 10/11 troubleshooting (desktop, laptop, peripherals, printers).
• Microsoft 365 basics, including Exchange Online, Teams, SharePoint and OneDrive.

What we offer

• Competitive salary range $50‑65 K CAD per year.
• Eligibility for a discretionary bonus.
• Full‑time, permanent position with onsite work in Whitby.
• Opportunity to work within a leading cloud‑computing services provider.