Service Desk Support Analyst (L3)

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 (L3). The Level 3 Service Desk Support Analyst is a senior technical escalation resource responsible for resolving complex issues across client environments. This role provides deep technical expertise, leads major incidents, supports operational excellence, and mentors Service Desk team members in a fast‑paced 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 high‑complexity incidents escalated from Level 1 and Level 2 teams
• Act as a technical lead for major incidents and select client improvement initiatives
• Perform root‑cause analysis and contribute to problem and known‑error management
• Provide advanced remote support while delivering a strong client experience
• Ensure accurate documentation, ticket updates, and time tracking
• Adhere to ITIL‑aligned processes and SLAs in a multi‑client MSP environment
• Create and maintain Knowledge Base content
• Support knowledge sharing and mentoring across the Service Desk team

Skills and Experience:

• 8+ years of experience in an IT service desk or technical support environment
• Advanced expertise in Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, Security & Compliance
• Advanced knowledge of Active Directory / Entra ID, modern authentication (MFA), and RBAC
• Strong experience with Windows 11, Intune, Autopilot, endpoint security, and PowerShell scripting
• Advanced understanding of networking fundamentals (DNS, DHCP, VPN, Wi‑Fi) and remote access platforms (AVD, VPNs)
• Experience supporting mobile platforms (iOS, Android) and MSP automation/RMM tools
• Strong communicator, able to explain technical issues in non‑technical terms
• Customer‑focused, collaborative, and solutions‑oriented
• Excellent problem‑solving, time management, and attention to detail
• Comfortable mentoring peers and contributing to continuous improvement
• Bilingual (English/French) is an asset

Required Certifications:

• ITIL v4 Foundation
• Microsoft Azure Administrator Associate (AZ‑104)
• Microsoft 365 Certified: Endpoint Administrator Associate (MD‑102)

Preferred Certification Track:

• Microsoft 365 Certified: Teams Support Engineer Associate (MS‑740)
• Fortinet NSE 4/5 or Check Point CCSA

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 $65,000 to $90,000 depending upon skills and experience level.

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!