Service Desk Support Analyst (L2)

MNP•Burlington, ON

About The Position

MNP is redefining how organizations succeed in the digital age by bridging strategic vision, technical innovation, and operational execution to deliver transformative results. We are looking 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.

Requirements

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
ITIL v4 Foundations certification
Microsoft Azure Administrator Associate (AZ-104) certification

Nice To Haves

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

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