Service Desk Support Analyst (L2)
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Key skills for this role
Key Skills for This Role
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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!
About MNP
Parent group profile
MNP LLP
Canadian professional services firm specializing in accounting, tax, and consulting.
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