It Helpdesk Level 2 Jobs

Simnet is not your average managed service provider. We are NOT a break/fix shop, we are dedicated IT professionals focused on the delivery of technology solutions tailored to suit the needs of our clients. We value learning, transparency, and our employees.
As L2 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.
What You’ll Do

• Conduct operating system patches and upgrades.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes.
• Install antivirus software and ensure virus definitions are up to date.
• Be the escalation point for the L1 team and help when things get busy
• Provide suggestions for continual improvement. We always want to hear how it can be done better.
• Be hands on with numerous applications. No two clients are alike and so there is no end to the variety of things you will work on each day
• Implement operating system hardening for Windows and Linux servers
• Contribute to technician knowledgebase and provide training as needed. Seriously, share that knowledge!
• Research solutions through internal and external knowledgebase as needed.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Troubleshoot network and firewall policies.
• Record, track, and document the service desk incident-solving procedure, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Develop help sheets and FAQ lists for end users.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Build rapport with SIMNET clients
• Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• Be a documentation wizard! Leaving detailed notes on requirements and solutions.
• Perform post-resolution follow-ups with Level I Technicians.

Your Strengths

• Strong documentation skills.
• Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes. Certification required within 6 months of employment.
• Strong knowledge of Microsoft Active Directory, Microsoft Exchange, and O365
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Basic understanding of Virtualization (VMware, Hyper-V) and VoIP principles
• Strong understanding and hands-on experience provide desktop and windows server support
• Knowledge of networking and routing protocols such as DNS, TCP/IP, ports, protocols (HTTP, HTTPS)
• Experience maintaining timely and accurate helpdesk records using the ticketing system
• Exceptional written and oral communication skills.

Requirements

• ITIL® v.4 Foundation certification (Certification required within 6 months of employment).
• MSCE, MCE or MCP or equivalent certifications
• Fortinet NSE4
• Additional weight will be given to candidates with the following:
• College diploma or university degree in the field of computer science (or related field) and 3+ years of solid IT help desk skills. Experience in managed services (MSP) or value-added reseller (VAR) environment is a plus.
• Network+

Personal Attributes

• Highly self-motivated and directed.
• Proven analytical and problem-solving abilities.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• Must be ready and willing to commit to continuous education, certification, and self-improvement.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work independently and take ownership of and complete relatively complex tasks, effectively using available resources, as needed, with minimal guidance
• Keen attention to detail.
• Ability to conduct research into a wide range of computing issues is required.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Work Conditions

• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• 40-hour workweek, however hours of work will vary and may be irregular to meet the company’s needs.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Willing and able to travel to client site as needed. A reliable vehicle and valid driver’s license are needed for this position.
• Sitting/standing in one location for extended periods of time.
• Participation in a rotating 24x7 on-call rotation along with after-hours patching and maintenance.

Benefits

• Casual dress
• Company events & social hours
• Company pension
• On-site parking
• Education reimbursement
• Vacation & paid time off
• Life insurance
• Extended health care and Group RRSP