Technical Support Specialist
Position ID 2019-5811 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
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
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 key applications such as Taxprep, Caseware, QuickBooks, 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
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.