**Welcome to Simnet Inc., a dynamic and rapidly growing technology company that is revolutionizing the way businesses operate. We are currently seeking talented individuals to join our team and help us continue our mission of creating innovative solutions that make a real difference in our client’s lives.**At our company, we're not just keeping up with technology; we're leading the charge. Join us, and you'll be at the forefront of technology.

As the Sr Support, you are the escalation point as well as primary on client projects. If you have superb troubleshooting skills and want to be hands on with the newest technology, then Simnet may be a great fit for you.

Salary Range: $59,000-$75,000

Responsibilities:

• Be the technical escalation point for the L1 team. Provide deep troubleshooting for complex issues including hardware, software, network, and more.
• Identify/analyze ticket trends and know when to jump in to assist colleagues.
• Manage a high volume of support tickets using the ticketing system. Prioritizing and resolving incidents in line with Simnet’s SLAs.
• Continually communicating with clients and providing status updates for their support tickets.
• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues. Ensure that best practices as documented by vendor are observed and referenced where appropriate.
• Document all support activities, solutions, and troubleshooting steps in the company knowledge base. Create and update technical guides/FAQs so that common issues can be resolved more efficiently in the future.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Continuously monitor client systems and networks using Remote Monitoring and Management (RMM) tools and respond to alerts or performance issues proactively before they impact the client. This includes applying software patches, antivirus updates, and system optimizations as needed.
• Conduct server maintenance including patching, vulnerability remediations, stability/performance adjustments.
• Participate in an on-call support rotation (if required), handling urgent after-hours issues on a scheduled basis to ensure 24/7 support coverage for critical incidents. (Extra compensation or time off is provided when on-call.)
• Collaborate on IT projects for clients, such as server upgrades, cloud migrations, network installations, or office moves. Ensure project tasks assigned to you are completed on time and with minimal disruption to client operations.
• When remote troubleshooting is not possible, be prepared to travel on-site to get to deploy new equipment and resolve issues.
• Coach and mentor L1 Technicians through documentation, training, and incident/ticket reviews.
• Provide suggestions for continual improvement. We always want to hear how it can be done better.

Requirements

• Strong understanding and hands-on experience providing jack-of-all-trades support for end-users, servers, network, and other common business technologies.
• Strong knowledge of Microsoft Active Directory, Microsoft Exchange, and Microsoft 365.
• Basic understanding of Virtualization (VMware, Hyper-V), Networking, VoIP, and Backup concepts.
• Proficiency with IT support tools – especially help desk ticketing systems and RMM platforms – to track issues and remotely manage client devices. (Experience with platforms like ConnectWise, N-Able, NinjaOne or similar tools is helpful.)
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes. Certification required within 6 months of employment.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.
• Experience maintaining timely and accurate helpdesk records using the ticketing system

Qualifications:

• College diploma or university degree in the field of computer science and 3+ years of solid IT help desk skills. Experience in managed services (MSP) or value-added reseller (VAR) environment is a plus.
• Additional weight will be given to candidates with the following:
• Microsoft MCSE/MCP or similar certifications
• CompTIA A+, Network+, or similar certifications
• ITIL® V4 Foundation certification (Certification required within 6 months of employment).

Benefits

• Extended health and dental care: We provide extended health and dental care benefits, helping employees save money on medical expenses and promote good health practices.

• Group RRSP matching program: Simnet offers a group RRSP matching program, helping employees plan for their financial future.

• Health spending account: Access to a health spending account to choose how you spend your health care dollars and it can help cover expenses not covered by traditional health benefits.

• Continuing education opportunities: We offer opportunities for professional development, such as training programs or tuition reimbursement, we encourage employees to grow their skills and advance their careers.

• Work-from-home options: Flexibility of being able to work from home, especially during times when commuting or in-person interactions may not be ideal.

• On-site parking: On-site parking provided, helping to reduce stress and save time!

• Casual dress code: Ditching the stuffy business attire. Employees can wear comfortable clothing creating a more relaxed and enjoyable work environment.

• Free snacks and drinks: Who doesn't love free food and drinks? We provide an array of snacks and beverages to keep you energized and motivated throughout the day.

• Company events and outings: We have multiple company-sponsored events throughout the year, such as holiday parties or team-building activities!

If you are a highly motivated individual with a passion for leading and managing operations, and possess the skills and experience we are looking for, we encourage you to apply for this exciting opportunity and consider joining us at Simnet Inc.

We believe providing excellent service and creating happy customers is the way to create a valuable, enduring company that people love.

Let's work together to build a better future!

At Simnet we believe diverse and inclusive teams perform better. We are an equal opportunity employer and are committed to working with applicants requesting accommodations during our interview process.

We thank everyone for their interest in Simnet, only those applicants that have been selected for an interview will be contacted.