Field Support Analyst

MNP; Northwestern Ontario; On-site; CAD 60,000 - 80,000; Full time

Job summary

A consulting organization is seeking a Field Support Analyst in Kenora, Ontario. The role involves collaborating with clients and delivering superior customer service on-site. Ideal candidates must have 5+ years of IT experience and a relevant technical degree. A competitive reward structure is provided along with opportunities for professional growth and a diverse working environment.

Benefits

Competitive base pay

Vacation time and personal days

Group pension plan with matching

Flexible benefits and mental health resources

Professional development assistance

Qualifications

• Minimum of 5 years’ professional IT experience.
• A relevant technical post-secondary degree or diploma.
• Must possess a vehicle and valid driver’s license.

Responsibilities

• Collaborate with clients and teams for service requests.
• Resolve client requests requiring onsite presence.
• Identify sales opportunities and engage the team.

Skills

5 years of IT experience

Excellent communication skills

Customer service mindset

Intermediate Windows knowledge

Basic SQL knowledge

Active Directory knowledge

Problem-solving skills

Education

Relevant technical post-secondary degree or diploma

Tools

Windows Server

Office Suite

Microsoft Exchange

Microsoft 365

Job description

Overview

What do you think of when you hear the name MNP? We’re one of Canada’s largest consulting organizations, focused on tax and accounting, and more. We’re serious about helping clients transform their organizations. This role is with MNP Digital as a Field Support Analyst in the Managed Service Practice Area. The primary function is to collaborate with clients, Service, Project and Sales teams to see requests through to completion.

This is an on-site position requiring the successful candidate to work from the Kenora, Ontario location.

At MNP Digital, our strength is our people. You will have the opportunity to learn from leaders, develop new skills, and cultivate 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.

Responsibilities

• Act as the public face of MNP Digital, demonstrating and delivering our company core values in person
• Focus on delivering an amazing client experience and superior customer service
• Resolve client requests that require an onsite presence at client office locations (IMAC: Install, Move, Add, Change)
• Create and update client documentation
• Identify sales opportunities and engage our team to follow through
• Participate in, or lead projects
• Install and maintain infrastructure as directed
• Submit timesheets promptly and accurately
• Provide mentorship to service team members when opportunities arise
• Collaborate with local and national internal and external stakeholders to achieve resolution

Skills and Experience

• Minimum of 5 years’ professional IT experience
• A relevant technical post-secondary degree or diploma
• Excellent written and verbal communication skills
• A proven track record of outstanding customer service
• Ability to stay calm in tense situations while projecting a positive, confident outlook
• Intermediate knowledge of Windows, Windows Server, Office Suite
• Basic knowledge of database services including Microsoft SQL
• Intermediate knowledge of email services including Microsoft Exchange and Office 365
• Intermediate knowledge of Active Directory, GPOs, NTFS and share permissions
• Intermediate knowledge of networking including DNS, DHCP, Routing, VPNs, common ISP services, UTM
• Basic knowledge of 3rd party applications utilized by assigned clients
• Basic knowledge of backup software and strategies
• Familiarity with desktop hardware, installation and diagnosing issues
• Familiarity with network, server and storage hardware, racking and installation
• Basic knowledge of VMware and virtualization
• Availability for overtime on evenings and weekends
• A commitment to continual professional development
• An independent, self-managing work ethic with the ability to balance multiple priorities and deadlines
• Strong time management and troubleshooting skills
• An understanding of the importance of detailed time and expense tracking
• Must possess a vehicle, valid driver’s license, and appropriate business-class insurance
• Strong communication (able to explain IT issues in non-technical terms)
• Customer service mindset with patience and empathy
• Team player, able to collaborate with L1, L2, L3, and Operations Management resources
• Problem-solving and analytical thinking
• Willingness to learn and grow into Microsoft specialist roles
• Strong time management
• Attention to detail
• Understanding of the importance of detailed time tracking and recording

Required Certifications

• ITIL v4 Foundations
• Fortinet Certified Professional: Network Security (NSE 4 FortiOS)

Recommended Certification Track

• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
• Microsoft Azure Administrator Associate (AZ-104)
• Microsoft 365 Certified: Teams Support Engineer Associate (MS-740)
• Fortinet Certified Professional: Network Security (NSE 6 FortiSwitch)
• Microsoft Certified: Windows Server Hybrid Administrator Associate (AZ-800)
• Microsoft Certified: Windows Server Hybrid Administrator Associate (AZ-801)

Rewards

MY REWARDS @ MNP — With a focus on high-potential earnings, MNP offers customized rewards that support our culture and a balanced lifestyle. You will receive a competitive base pay, vacation time, 4 paid personal days, a group pension plan with 4% matching, voluntary savings products, bonus programs, flexible benefits, mental health resources, exclusive perks and discounts, professional development assistance, MNP University, a flexible Dress For Your Day environment, firm-sponsored social events, and more.

Diversity at MNP

We embrace diversity as a core value and celebrate our differences. We believe each team member contributes unique gifts and amplifying their potential makes our business stronger. We encourage people with disabilities to apply.