Field Support Analyst

Mnp; Burlington; On-site; CAD 60,000 - 75,000; Full time

Benefits offered by this job

MyRewards@MNP program

4 personal days

Group pension 4% matching

Wellness subsidy

Job summary

MNP is seeking a Field Support Analyst to handle Tier 1-3 incidents and service requests from clients, both on-site in Burlington or Mississauga and remotely. This role emphasizes strong customer service, SLA adherence, and ITIL-aligned processes within a multi-client MSP context.

The successful candidate will travel to client sites as needed, work full-time in-office, and contribute to knowledge base creation and problem management efforts. ITIL Foundations is required.

Qualifications

• Five years of professional customer service experience in an IT Call Centre environment.
• A relevant technical post-secondary diploma, IT related certifications or equivalent work experience.
• Intermediate knowledge of Active Directory and Entra ID.
• Knowledge of modern authentication methods (MFA).
• Experience with Microsoft 365 Support (Exchange Online, Teams, SharePoint/OneDrive).
• Familiarity with MSP RMM tools (Intune, Endpoint Manager).

Responsibilities

• Act as the public face of MNP Digital and uphold company values.
• Respond to client technical concerns within SLAs via on-site or remote support.
• Resolve complex L1-L3 incidents and service requests.
• Log interactions accurately in ticketing system and escalate as needed.
• Collaborate with team to ensure fast resolution of client matters.
• Adhere to ITIL processes and internal policies.
• Submit timesheets and expenses accurately for billing.

Skills

Customer service

Active Directory/Entra ID

MS 365 Support

Networking

Windows OS troubleshooting

PowerShell basics

RMM tools familiarity

Education

Technical IT post-secondary diploma

IT certifications or equivalent experience

Tools

Exchange Online

SharePoint/OneDrive

Intune Endpoint Manager

Azure/VPN/RDS basics

Job description

What do you think of when you hear the name MNP? Most likely tax and accounting, but as one of Canada's largest consulting organizations, we're so much more! We're also serious about supporting our clients transform their organization.

Make an impact with MNP Digital as a Field Support Analyst. You will be an integral part of the team responsible for responding to clients' technical concerns that come in to us from our client base while adhering to service level standards. The Field Services Support Analyst will work Tier 1, 2 and 3 incidents and service requests both onsite and remotely to resolution or elevate as required.

At MNP Digital, our strength is our people. An investment in our people is an investment in our success. You will have the opportunity to learn from leaders in their fields, develop new skills, and cultivate new relationships to support your career goals. If you're ready to take your career into your own hands, you've come to the right place.

The preferred work location is Burlington or Mississauga with some travel to client sites, for which travel costs will be compensated. This is an office based role requiring the successful candidate to work full time in the office when not at a client site.

Responsibilities

• Act as the public face of MNP Digital, demonstrating and delivering our company core values in person.
• Ensure transportation is available with limited notice should an emergency arise that requires a rapid dispatch.
• Resolve higher complexity issues beyond (L1) for end users and client organizations.
• Deliver strong customer service experience to clients both in person and via Phone/Chat/Email Support.
• Provide accurate assessment of customer issues and requests.
• Accurately log customer interactions in Service Tickets.
• Recognition and escalation of out-of-scope issues to specialized teams.
• Collaborate with team members and team leaders to ensure fast resolution of client matters.
• Adhering to internal policies, procedures, and guidelines.
• Prompt and accurate submission of timesheets and expense reports in accordance with corporate billing policies.
• ITIL-aligned processes (Incident, Problem, Request, Change management).
• Handling escalations from L1 with clear documentation and ownership.
• Root cause analysis and known error documentation for Problem Management.
• Following SLAs, SLOs, SLTs, and prioritization guidelines in a multi-client MSP context.
• Create and review Knowledge Base articles or client and L1 team members.

Skills and Experience

• 5 years of professional customer service experiencein an IT Call Centre environment.
• A relevant technical post-secondary diploma, IT related certifications or equivalent work experience.
• Intermediate Knowledge of Active Directory (AD and Entra ID).
• Intermediate Knowledge of Modern Authentication methods (MFA).
• Intermediate Knowledge of MS 365 Support.
  • Exchange Online: mailbox management, distribution lists, shared mailboxes
  • Teams: troubleshooting chat, meetings, calling, and integration issues
  • SharePoint & OneDrive: permissions, access troubleshooting, sync errors
  • Microsoft 365 Security & Compliance Center: basic investigations, policies Intermediate Knowledge of Microsoft Intune (Endpoint Manager).
  • Teams Rooms or Meeting Devices troubleshooting
  • Email flow and spam filtering issues (Exchange Online Protection, Defender for Office 365)
• Intermediate Knowledge of Networking.
  • Intermediate TCP/IP troubleshooting, DNS, DHCP, VPN
  • Wi-Fi authentication and connectivity issues
  • Remote connectivity support (RDS, Azure Virtual Desktop, VPN clients)
• Intermediate Knowledge of Windows Operating Systems.
  • Advanced troubleshooting of Windows 10/11 (Group Policy, user profiles, driver issues)
  • Autopilot & Intune device enrollment and policy troubleshooting
  • BitLocker, Defender AV/EDR, patch/update troubleshooting.
  • Running and modifying basic PowerShell scripts for user/device management
  • Familiarity with common automation in MSP RMM tools (Intune Endpoint Manager, ConnectWise Automate etc.)
• Intermediate Knowledge of Mobile Phone Operating Systems (iOS, Android).
• Good Understanding of Role Base Access Control concepts.

Required Certifications:

• ITIL v4 Foundations.

Recommended Certification Track:

MyRewards@MNP

More than a paycheque, MNP is proud to offer customized rewards for our team members. With a focus on health and wealth, we provide an extensive list of benefits that support our unique culture and foster work-life integration.

This is a current opportunity with an ideal hiring range between $60,000 to $75,000 based on skills and experience.

Our MyRewards@MNP program offers benefits that allow you to thrive at work and outside of the office. Be rewarded with generous paid time off including 4 personal days, firm sponsored social events, a group pension plan with 4% matching contribution, voluntary savings products, bonus program eligibility, a wellness subsidy, health and dental benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, learning opportunities through MNP University, a flexible 'Dress For Your Day' environment and more!