• Technical Support Specialist

    Position ID
    2018-5005
    Position Type
    Full Time
    Position Location(s)
    CA-AB-Calgary
  • DIFFERENT BY DESIGN

    At MNP we pride ourselves on being different – it’s our entrepreneurial drive that sets us apart. It’s the same drive that’s helped us become Canada’s fastest growing national firm. We foster collaboration, value your ideas, promote based on talent, live balanced lifestyles and make time for FUN. We are one firm, one team, collaborating to support you wherever you want to take your career.

     

    Join the momentum. We are seeking a Technical Support Specialist for our growing Technology team. MNP is a leading national accounting, tax and business consulting firm in Canada. Driving innovation throughout the firm, our Technology team provides industry-leading solutions that enable MNP to better serve our clients and people. We deliver on the strategic needs of service lines, industry and specialty groups, and operations at all levels throughout the firm. Our specialists develop, enable and support initiatives that allow MNP to deliver client service, collaborate, communicate and operate reliably and efficiently.

     

    RESPONSIBILITIES AND QUALIFICATIONS

    Performance Expectations

    • Provide day to day technical support and training for team members related to computer hardware, software, mobile devices and other technical tools and products
    • Promptly diagnose and troubleshoot issues for end-users, identifying solutions based on established processes and procedures
    • Work collectively to triage, distribute and escalate IT Support tickets
    • Gather information and document any steps completed on complex requests and then assign to the proper specialist for tier 2 support when needed
    • Become an expert in the technology department structure and the team members responsible for incoming requests that need further support or local implementation
    • Assess, maintain, manage and deliver on technical support processes
    • Ensure that recurring problems are documented and reported for future reference
    • Document and keep knowledge bases up to date
    • Develop a thorough understanding of MNP’s services, businesses and industry
    • Contribute to the development of new ideas and approaches to improve work processes
    • Raise awareness of MNP at community events
    • Attend internal MNP courses to further develop your information technology knowledge

    Credentials

    • Completion of post-secondary education in Information Technology (IT) or equivalent
    • Minimum two (2) years IT experience with similar responsibilities
    • Bilingual (French and English) considered a definite asset
    • Experience with Microsoft Office 2013 and Active Directory
    • Experience with an Enterprise ITSM tool (ServiceNow, ZenDesk, Remedy)
    • Experience with key applications such as Taxprep, Caseware, QuickBooks, and Sage Accounting considered an asset
    • Demonstrate ability to deal with people sensitively, tactfully, diplomatically and professionally at all times

    Core Competencies and Personal Characteristics

    • Integrity – professional whose honesty, integrity, confidentiality and high ethical standards contributes to effective leadership and optimal business relationships
    • Energy – displays enthusiasm, optimism, drive and passion while maintaining a high level of productivity and a balanced lifestyle
    • Diversity – understands the importance of different backgrounds, perspectives and experiences and is respectful of individual differences
    • Communication – effectively expresses ideas and conveys information in business writing, conversations and interactions with others
    • Client Service Excellence – understands the importance of quality client service by being courteous, responding to client requests in a timely manner and monitoring satisfaction
    • Teamwork & Relationship Development – works collaboratively with team members in order to achieve a common goal and develops, maintains and strengthens relationships with others, both inside and outside the Firm
    • Accountability – takes responsibility for one’s own performance by setting clear goals and tracking progress against those goals; is highly organized and uses personal judgement and decision making
    • Flexibility – effectively manages multiple assignments, adapts to changing priorities and is able to work independently or as part of a team

    MYREWARDS@MNP

    MNP encourages a balanced lifestyle and offers benefits that suit the way our team members work and play! In addition to a competitive salary, our MyRewards@MNP package includes paid personal days, wellness program initiatives, health and dental benefits, a group pension plan with matching contribution, firm sponsored social events and professional development assistance.

     

    MNP proudly serves and responds to the needs of our clients in the public, private and not-for-profit sectors. Through partner-led engagements, we provide a collaborative, cost-effective approach to doing business, with innovative strategies to help organizations succeed across the country and around the world.

     

     

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