Technical Support Analyst
Role Overview
Convverge builds web-based business applications on cloud platforms, including Microsoft Azure, SharePoint, and Power Platform.
The Technical Support Analyst is the first point of contact for client and end-user requests in a Microsoft-focused consulting environment.
The role handles common technical issues across Microsoft 365, Windows, business applications, user access, and workplace technology.
Key Skills for This Role
Full Job Posting
About the role
Convverge builds web-based business applications on cloud platforms, including Microsoft Azure, SharePoint, and Power Platform.
The Technical Support Analyst is the first point of contact for client and end-user requests in a Microsoft-focused consulting environment.
The role handles common technical issues across Microsoft 365, Windows, business applications, user access, and workplace technology.
Key responsibilities
- Receive support requests by phone, email, chat, or ticketing system as the first point of contact.
- Triage, prioritize, and document issues, troubleshooting steps, business impact, urgency, and next steps.
- Troubleshoot Tier 1 Windows, Microsoft 365, Outlook, Teams, SharePoint, access, password reset, basic hardware and software, and application issues.
- Communicate professionally and promptly with users while their tickets are being handled.
- Escalate issues needing deeper investigation to senior support, infrastructure, software development, or Power Platform teams.
- Follow up on open tickets and monitor incident progress through the support lifecycle.
- Contribute to internal documentation, knowledge base articles, and repeatable processes.
- Identify recurring questions and process gaps and raise improvement opportunities with colleagues and team leads.
Qualifications and experience
- One to two years of customer-facing IT support, help desk, service desk, or technical support experience.
- Foundational knowledge of Microsoft 365, Windows, Outlook, Teams, SharePoint, and end-user troubleshooting.
- Basic understanding of user accounts, permissions, password resets, and access requests.
- Exposure to Active Directory, Microsoft Entra ID, Exchange Online, Intune, Azure, PowerShell, or Power Platform is an asset.
- Strong written and verbal communication, attention to detail, and ability to explain technical concepts clearly.
- Ability to work independently and collaboratively.
- Post-secondary education in computer information systems or a similar program.
Benefits and development
- The employer advertises a salary and benefits package, career advancement and professional development opportunities, and work with technology and clients.
Team and culture
The company describes a small, collaborative team that values accountability, quality, problem solving, and diverse backgrounds.
Application
- The employer requests a resume and cover letter describing the applicant's experience and interest in the role.
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