Field Support Analyst

MNP•Burlington, ON

1d•CA$60,000 - CA$75,000•Hybrid

About The Position

Make an impact with MNP Digital as a Field 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 Field Services Support Analyst will work Tier 1, 2 and 3 incidents and service requests both onsite and remotely to resolution or escalate as required. 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.

Requirements

5 years of professional customer service experience in an IT Call Centre environment.
A relevant technical post-secondary diploma, IT related certifications or equivalent work experience.
Intermediate Knowledge of Active Directory (AD and Entra ID).
Intermediate Knowledge of Modern Authentication methods (MFA).
Intermediate Knowledge of MS 365 Support.
Intermediate Knowledge of Microsoft Intune (Endpoint Manager).
Teams Rooms or Meeting Devices troubleshooting
Email flow and spam filtering issues (Exchange Online Protection, Defender for Office 365)
Intermediate Knowledge of Networking.
Intermediate TCP/IP troubleshooting, DNS, DHCP, VPN
Wi-Fi authentication and connectivity issues
Remote connectivity support (RDS, Azure Virtual Desktop, VPN clients)
Intermediate Knowledge of Windows Operating Systems.
Advanced troubleshooting of Windows 10/11 (Group Policy, user profiles, driver issues)
Autopilot & Intune device enrollment and policy troubleshooting
BitLocker, Defender AV/EDR, patch/update troubleshooting.
Running and modifying basic PowerShell scripts for user/device management
Familiarity with common automation in MSP RMM tools (Intune Endpoint Manager, ConnectWise Automate etc.)
Intermediate Knowledge of Mobile Phone Operating Systems (iOS, Android).
Good Understanding of Role Base Access Control concepts.
ITIL v4 Foundations.
Microsoft Azure Administrator Associate (AZ-104).

Nice To Haves

Microsoft 365 Certified: Endpoint Administrator Associate (MD-102).
Microsoft 365 Certified: Teams Support Engineer Associate (MS-740).

Responsibilities

Act as the public face of MNP Digital, demonstrating and delivering our company core values in person.
Ensure transportation is available with limited notice should an emergency arise that requires a rapid dispatch.
Resolve higher complexity issues beyond (L1) for end users and client organizations.
Deliver strong customer service experience to clients both in person and via Phone/Chat/Email Support.
Provide accurate assessment of customer issues and requests.
Accurately log customer interactions in Service Tickets.
Recognition and escalation of out-of-scope issues to specialized teams.
Collaborate with team members and team leaders to ensure fast resolution of client matters.
Adhering to internal policies, procedures, and guidelines.
Prompt and accurate submission of timesheets and expense reports in accordance with corporate billing policies.
ITIL-aligned processes (Incident, Problem, Request, Change management).
Handling escalations from L1 with clear documentation and ownership.
Root cause analysis and known error documentation for Problem Management.
Following SLAs, SLOs, SLTs, and prioritization guidelines in a multi-client MSP context.
Create and review Knowledge Base articles or client and L1 team members.