Overview

Join our Technology team as an Application Support Specialist. Work with tech-savvy problem solvers who embrace digital transformation and the possibilities technology brings to the future of our industry. You’ll make an impact by strategically using MNP’s technology to ensure smooth IT operations, enabling team members and Partners to work efficiently and effectively.

MNP is proudly Canadian. Providing business strategies and solutions, we are a leading national accounting, tax and business advisory firm in Canada. Entrepreneurial to our core, our talented team members transcend obstacles into opportunities and are successfully transforming mid-market business practices.

ROLE @ MNP

Responsibilities

  • Monitor an internal IT Support Database
  • Assess requests and determine whether the issue is related to a bug, user training or another type of problem
  • Ensure all required information is provided before assigning it to a developer
  • Elevate high priority tickets as required
  • Resolve support tickets assigned to the queue
  • Identify product functionality and user training issues
  • Troubleshoot issues/problems within applications reported by end-users
  • Escalate problems in a timely manner by documenting actions taken, for example, identifying issues that require escalation to the development teams
  • for fixes or questions that need to be referred to internal subject matter experts for clarification
  • Build trust with internal users by regularly demonstrating a high level of expertise and professionalism
  • Understand functionality from a user perspective of products used in the various service lines for preparation of files and client deliverables
  • Communicate bugs, user experience challenges and potential areas for process improvement to the development team
  • Test development
  • Prior to product release, ensure content and functionality within applications are a true representation of the specifications provided by various groups within the Firm
  • Ensure bugs and other fixes have been addressed by the development team
  • Documentation/Training
  • Document resolutions to reoccurring issues or workarounds in the knowledge base
  • Assist in the creation of training documentation or delivery of training to end-users

Skills And Experience

  • 2 to 3 years of relevant work experience in an application support related role
  • Technically savvy, with a strong ability to learn applications and systems quickly
  • Experience working within a professional services environment or with using accounting technologies preferred
  • Extensive experience gathering requirements and feedback from users
  • Service-oriented, professional attitude with a desire to answer customer inquiries
  • Ability to communicate clearly, orally and in writing

About MNP LLP

With more than 90 offices across the country, MNP provides tailored expertise in a wide range of business consulting services. The MNP Tech Solutions Team delivers technology advisory, customer platforms, applied data, digital enterprise, intelligent applications, and cyber security and privacy services.