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Added 3 hours ago
Project Technician – Tier 3 Network & Infrastructure Specialist
MSP OPERATIONAL CORP
Guelph, ON · London, ON
$90,000 to $100,000 CAD / year
…environments. This role is ideal for a senior technician or engineer who is equally comfortable configuring firewalls and switches and deploying Windows server infrastructure, hypervisors,…
Added 11 days ago
Windows Active Directory L3 Support Engineer
Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
Toronto, ON
Full-time
Windows Active Directory L3 Support Engineer – NTLM, PowerShell, AD, LDAP Signing, Zero Trust, CyberArk
Added 10 days ago
Technical Support Engineer
Soroc Technology
Toronto, ON
$50 to $60 CAD / hour
Contract
Soroc is seeking a Active Directory Support Engineer on contract for one of our banking clients in Toronto.
Added 12 days ago
Service Desk Support Analyst (L2)
MNP
Burlington, ON · Markham, ON · Toronto, ON
Full-time
Intermediate knowledge of Active Directory / Entra ID, MFA, and RBAC
Added 12 days ago
MONTREAL [HYBRIDE] - Messaging L2 Support Engineer
QUANTEAM (RAINBOW PARTNERS Group)
Montreal, QC · Greater Montreal Metropolitan Area
Full-time
We are looking for a Messaging L2 Support Engineer for one of our clients based in Montreal.
Added 22 days ago
Active Directory Specialist
Pacer Group
Toronto, ON
$60 to $62 CAD / hour
Contract
Job Title: Active Directory L3 Support Engineer
Added 22 days ago
Active Directory L3 Support Engineer
Pacer Group
Toronto, ON
$55 to $60 CAD / hour
Contract
Job Title: Active Directory L3 Support Engineer
Added 1 month ago
Windows Active Directory L3 Support Engineer
Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
Toronto, ON
Full-time
Windows Active Directory L3 Support Engineer – NTLM, PowerShell, AD, LDAP Signing, Zero Trust, CyberArk
Added 1 month ago
Active Directory L3 Support Engineer
Tata Consultancy Services
Toronto, ON
$90,000 to $110,000 CAD / year
Full-time
Provide support and guidance to IAM and other teams on Active Directory-related issues
Added 1 month ago
Senior System Administrator
Resource Label Group
Toronto, ON
Full-time
Windows Server and Active Directory/Entra ID administration at an enterprise level.
Added 4 months ago
Service Desk Support Analyst (L2)
MNP
Burlington, Ontario · Toronto, Ontario · Ontario
Full-time
Intermediate knowledge of Active Directory / Entra ID, MFA, and RBAC
Added 4 months ago
Service Desk Support Analyst (L3)
MNP
Burlington, Ontario · Toronto, Ontario · Ontario
Full-time
Advanced knowledge of Active Directory / Entra ID, modern authentication (MFA), and RBAC

No more jobs.

MNP

Service Desk Support Analyst (L2)

Burlington, ON, L7L 6Z8, Canada
Markham, ON, L3R 8T3, Canada
Toronto, ON, M5C 2V9, Canada

Pay: This is a current opportunity with an ideal hiring range of between $55,000 to $75,000 per year, depending on experience and skills.
Job type: Full-time
Experience: 5+ years of experience in an IT service desk or customer‑facing technical support environment
Posting language: English
Posted: Sep 14, 2026

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Original job description

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!

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More about this job

Responsibilities

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.

Requirements

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.

Skills

Microsoft 365
Exchange Online
Teams
SharePoint
OneDrive
Active Directory
Entra ID
MFA
RBAC
Intune
Autopilot
Windows 10/11
PowerShell
DNS
DHCP
VPN

Benefits

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
Firm sponsored social events

Visa sponsorship

Not detected in the job text

Keywords

Service Desk
Managed Services
Microsoft 365
Exchange Online
Teams
SharePoint
OneDrive
Active Directory
Entra ID
MFA
RBAC
Intune
Autopilot
Windows 10
Windows 11
DNS
DHCP
VPN
PowerShell
RMM
ITIL
Incident Management
Problem Management
SLA
SLO
Azure Administrator Associate
Endpoint Security
Technical Support
Consulting
Troubleshooting

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