Support Analyst, Managed Services

Job Details

Description

What do you think of when you hear the name MNP? Most likely tax and accounting, but as one of Canada’s largest consulting organizations, we’re so much more! We’re also serious about technology.

Make an impact with MNP Digital as a Support Analyst . You will be an integral part of the team responsible for responding to clients’ technical concerns that come in to us from our client base while adhering to service level standards.

The Support Analyst would work with our clients and internal teams to see tier 1 and tier 2 incidents and requests through to completion, sometimes including collaboration for potential escalation.

At MNP Digital, our strength is our people. An investment in our people is an investment in our success. You will have the opportunity to learn from leaders in their fields, develop new skills, and cultivate new 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.

This position would be based in either our Edmonton or Calgary Managed Services location and would require a working shift of 8.

00am to 5.00pm MST Monday to Friday.

Responsibilities

• Provide remote technical support for our clients
• Resolve computer hardware or software incidents and requests
• Respond to client requests in a timely manner
• Schedule, manage, and maintain timely follow-ups with clients
• Deliver superior customer service and client experience
• Collaborate with team members and other resources
• Create, maintain, and update client documentation
• Maintain accurate timesheets and prompt submission on a weekly basis

Skills and Experience

• 5 years of customer service and IT experience preferred
• A proven track record of outstanding customer service and communication skills
• An independent, self-managing work ethic with the ability to balance multiple priorities
• Strong time management, attention to detail and troubleshooting skills
• Understand the importance of detailed time tracking and ticketing
• A relevant technical post-secondary diploma, IT related certifications, or equivalent work experience
• A willingness to pursue IT certifications and ongoing professional development
• Intermediate knowledge of Microsoft Windows and Office Suites
• Knowledge of Windows Server, Active Directory, GPO’s, NTFS and share permissions
• Knowledge of networking including DNS, DHCP, VPN, and more
• Ability to work afterhours on evenings and weekends when requested
• Basic knowledge of Networking; including DNS, DHCP
• Basic knowledge of Windows Operating Systems
• Basic knowledge of Mobile Phone Operating Systems (iOS, Android)
• Basic understanding of Role Base Access Control concepts

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

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!