Field Support Analyst

MNP

Mississauga

On-site

CAD 60,000 - 75,000

Full time

5 days ago

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Benefits offered by this job

Health and dental benefits

Pension matching

Bonus program eligibility

Wellness subsidy

Professional development assistance

Dress for your day environment

Job summary

MNP Digital in Mississauga is hiring a Field Support Analyst to respond to client technical concerns, handling Tier 1–3 incidents both onsite and remotely. This role focuses on delivering timely resolutions within SLAs and adhering to ITIL processes.

You will be the public face of MNP Digital, collaborating with colleagues and leaders, working in an office-based role with travel to client sites as needed. A strong background in MS 365 and AD, plus certifications, is valued.

Qualifications

Minimum 5 years in IT customer service in a call centre.
Strong knowledge of AD, MFA, and MS 365.
Experience with incident and service request handling.
Ability to log and track tickets and communicate with clients.

Responsibilities

Be the public face of MNP Digital and uphold company values.
Respond to incidents at L1–3 and service requests onsite or remotely.
Deliver excellent customer service via in-person, phone, chat and email.
Log and assess customer issues accurately in tickets.
Escalate out-of-scope issues to specialized teams.
Collaborate with team to ensure fast resolutions.
Follow ITIL processes and SLAs in a multi-client MSP context.
Submit timesheets and expense reports on time.

Skills

Active Directory

MFA

MS 365

PowerShell

RMM tools

Networking

Windows 10/11

Education

IT post-secondary diploma

IT certifications or equivalent experience

AZ-104

ITIL v4 Foundations

Tools

Exchange Online

Teams

SharePoint

OneDrive

Intune

Azure AD

Endpoint Manager

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 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 (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.
Microsoft Azure Administrator Associate (AZ-104)

Recommended Certification Track

Microsoft 365 Certified: Endpoint Administrator Associate (MD-102).
Microsoft 365 Certified: Teams Support Engineer Associate (MS-740).

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.