Support Analyst, D365 Business Central and Sage Intacct

Support Analyst, D365 Business Central and Sage Intacct (L2)Join to apply for the Support Analyst, D365 Business Central and Sage Intacct (L2) role at T4G Kick.Make an impact as we look to strengthen our Managed Services Practice as a Support Analyst, with a focus on D365 Business Central and Sage Intacct. This position supports the L2 function, which combines ERP application expertise, accounting knowledge, and technical troubleshooting skills. The role acts as the bridge between finance/operations and IT, ensuring ERP systems run smoothly, issues are resolved quickly, and enhancements align with business processes. You will be an integral part of the team responsible for responding to clients’ technical concerns that come in to us from our client base while adhering to service level standards. This position will work Tier 2 or 3 incidents and service requests to resolution or escalate as required. Responsibilities Resolve high-urgency issues for end users and client organizations. Deliver strong customer service experience to clients via Phone/Chat Support. Provide accurate assessment of customer issues and requests. Accurately log customer calls and chats in Service Tickets. Recognition and escalation of out-of-scope issues to specialized teams. Collaborate with team members and team leaders to ensure fast resolution of client matters. Adhering to internal policies, procedures, and guidelines. Prompt and accurate submission of timesheets in accordance with corporate billing policies. ITIL-aligned processes (Incident, Problem, Request, Change management). Handling escalations from L1 with clear documentation and ownership. Root cause analysis and known error documentation for Problem Management. Following SLAs, SLOs, SLTs, and prioritization guidelines in a multi-client MSP context. Skills and Experience 4 years of professional customer service experience in an IT Call Centre environment. A relevant technical post-secondary diploma, IT related certifications or equivalent work experience. Microsoft D365 BC experience required OR Sage Intacct experience required Client Accounting experience preferred Bilingual (French/English) both written and verbal is considered a strong asset Strong communication (able to explain IT issues in non-technical terms). Customer service mindset with patience and empathy. Team player, able to collaborate with L3 and Operations Management resources. Problem-solving and analytical thinking. Willingness to learn and grow into Microsoft specialist roles. Strong time management. Attention to detail. Understanding of the importance of detailed time tracking and recording. Microsoft Certified: Dynamics 365 Business Central Functional Consultant Associate (MB-800) OR Sage Intacct Accounting Specialist Certification 1 additional Business Central Advanced Functional course OR Sage Intacct Implementation Specialist Certification Intermediate Accounting courses (AP, AR, Revenue Recognition, Multi-Entity Management) ITIL 4 Foundation Certification (to align with MSP service delivery processes) Accounting/Finance certification (CPA candidate or bookkeeping diploma) would be an asset Recommended Certification Track Microsoft Certified: Power BI Data Analyst Associate (PL-300) Microsoft Certified: Power Platform Fundamentals (PL-900) Rewards and Diversity MY REWARDS @ MNP: With a focus on high-potential earnings, MNP offers customized rewards that support our culture and a balanced lifestyle, including generous base pay, vacation time, paid personal days, pension matching, flexible benefits, professional development assistance, MNP University, and more. Diversity@MNP: We embrace diversity as a core value and celebrate our differences. We encourage people with disabilities to apply. Seniority level Mid-Senior level Employment type Full-time Job function Information Technology Industries Advertising Services Referrals increase your chances of interviewing at T4G Kick by 2x Sign in to set job alerts for “Support Analyst” roles. Mississauga, Ontario, Canada #J-18808-Ljbffr