Service Desk Support Analyst (L2)

Résumé du poste

The Service Desk Support Analyst resolves complex incidents escalated from Level 1 and provides advanced technical troubleshooting for end users. The role also involves performing root-cause analysis, maintaining knowledge base documentation, and mentoring junior analysts within an ITIL-aligned environment.

Détails du poste

What do you think of when you hear the name MNP? We are more than a prominent consulting firm in tax and accounting, we are redefining how organizations succeed in the digital age by bridging strategic vision, technical innovation, and operational execution to deliver transformative results. Make an impact as we look to strengthen our Managed Services Practice as a Service Desk Support Analyst (L2). This position bridges reactive support and proactive problem‑solving. This role owns escalations from Level 1, delivers advanced troubleshooting across Microsoft 365 and endpoint environments, and supports service quality by mentoring Level 1 analysts in a multi‑client managed services environment. At MNP, you will work alongside a collaborative team of creative thinkers and problem-solvers. You will gain hands-on experience, tackle meaningful challenges, and grow your skills in an environment where your voice is valued, and your development is a priority. If you are ready to accelerate your career and make a lasting impact, this is where your journey begins. Responsibilities: * Resolve higher‑complexity incidents escalated from L1, providing advanced troubleshooting for end users and client organizations * Deliver an excellent customer experience via phone and chat support in a fast‑paced MSP environment * Accurately assess, document, and resolve incidents and service requests, or escalate with clear ownership when required * Handle escalations with strong documentation and accountability through to resolution * Perform root‑cause analysis and contribute to known‑error and problem management documentation * Adhere to ITIL‑aligned processes across Incident, Problem, Request, and Change Management * Follow SLAs, SLOs, SLTs, and prioritization standards across a multi‑client environment * Create, maintain, and review Knowledge Base articles for both clients and L1 analysts * Collaborate closely with L3 and Operations teams to ensure efficient resolution of client issues * Ensure timely and accurate time tracking in alignment with billing and service delivery standards Skills and Experience: * 5+ years of experience in an IT service desk or customer‑facing technical support environment * Post‑secondary technical diploma, relevant certifications, or equivalent experience * Intermediate expertise in Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, and Security & Compliance * Intermediate knowledge of Active Directory / Entra ID, MFA, and RBAC * Experience with Intune, Autopilot, Windows 10/11 troubleshooting, and endpoint security tools * Intermediate networking fundamentals (DNS, DHCP, VPN, Wi‑Fi) and remote connectivity platforms (RDS, AVD) * Ability to run and modify basic PowerShell scripts and support MSP automation/RMM tools * Experience supporting mobile platforms (iOS, Android) * Strong communicator able to explain technical issues to non‑technical users * Customer‑focused, collaborative team player able to work with Level 3 and Operations teams * Strong analytical thinking, attention to detail, and time‑management skills * Willingness to grow into advanced Microsoft specialist roles * Appreciation for accurate documentation and time tracking 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). MY REWARDS @ MNP With a focus on high-potential earnings, MNP is proud to offer customized rewards that support our unique culture and a balanced lifestyle to thrive at work and outside of the office. You will be rewarded with generous 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 access to perks and discounts, professional development assistance, MNP University, a flexible ‘Dress For Your Day’ environment, firm sponsored social events and more This is a current opportunity with an ideal hiring range of between $55,000 to $75,000 per year, depending on experience and skills. Diversity@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!

Ce que vous ferez

The Service Desk Support Analyst resolves complex incidents escalated from Level 1 and provides advanced technical troubleshooting for end users. The role also involves performing root-cause analysis, maintaining knowledge base documentation, and mentoring junior analysts within an ITIL-aligned environment.

Exigences

Candidates must have at least 5 years of experience in an IT service desk or technical support environment along with a post-secondary technical diploma or relevant certifications. Proficiency in Microsoft 365, endpoint management tools, and networking fundamentals is required, alongside ITIL v4 Foundations and Azure Administrator Associate certifications.

Avantages

• Generous base pay • Vacation time • 4 paid personal days • Group pension plan with 4% matching • Voluntary savings products • Bonus programs • Flexible benefits • Mental health resources • Exclusive access to perks and discounts • Professional development assistance • MNP University • Flexible dress for your day environment • Firm sponsored social events

Compétences indiquées

• Windows 10/11 · Souhaitée
• DHCP · Souhaitée
• Active Directory · Souhaitée
• Microsoft 365 · Souhaitée
• Teams · Souhaitée
• DNS · Souhaitée
• SharePoint · Souhaitée
• VPN · Souhaitée
• OneDrive · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Microsoft 365
• Exchange Online
• Teams
• SharePoint
• OneDrive
• Active Directory
• Entra ID
• MFA
• RBAC
• Intune
• Autopilot
• Windows 10/11
• PowerShell
• DNS
• DHCP
• VPN
• Technical Issues
• Accountability
• Analytical Thinking
• Microsoft 365 Certified Endpoint Administrator Associate
• Endpoint Security
• Office 365 Exchange Online
• Microsoft Windows 10
• Microsoft Teams
• Accounting
• Apple IOS
• Technical Support
• Automation
• Microsoft Azure
• Mental Health
• Billing
• Strategic Planning
• Change Management
• Customer Service
• Consulting
• Dynamic Host Configuration Protocol (DHCP)
• Development Aid
• Disabilities
• Innovation
• ITIL 4
• Virtual Private Networks (VPN)
• Managed Services
• Mentorship
• Microsoft Specialist
• Operations
• Windows PowerShell
• Problem Management
• Role-Based Access Control (RBAC)
• Microsoft SharePoint
• Troubleshooting (Problem Solving)

Domaines d’emploi

• Technology
• Customer Service & Support
• Consulting
• Software
• Service Desk Analyst
• Help Desk Technician / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists