Service Desk Support Analyst (L3)

MNP • Burlington, ON

9h

About The Position

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.

Requirements

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

Nice To Haves

• Bilingual (English/French) is an asset
• Microsoft 365 Certified: Teams Support Engineer Associate (MS‑740)
• Fortinet NSE 4/5 or Check Point CCSA

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

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
• Flexible ‘Dress For Your Day’ environment
• Firm sponsored social events

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed