AI SUPPORT ANALYST – GENERATIVE AI, M365 & TECHNICAL SUPPORT

Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!; Montreal; On-site; CAD 60,000 - 85,000; Full time

Job summary

Astra-North Infoteck Inc. is seeking an AI Support Analyst to serve as front line for end-user AI support, handling questions across the AI portfolio and documenting queries for a future AI agent.

You will resolve what you can, elevate what you cannot, and own one AI product as the point of contact while supporting the broader portfolio. You will document interactions, contribute to knowledge bases, and assist Level 3 engineering and QA teams.

Qualifications

• Experience in technical support or service desk within an enterprise environment.
• Familiarity with M365 and interest in AI products; ability to learn new AI tools quickly.
• Experience using ticketing and knowledge tools such as ServiceNow and Jira/Confluence.
• Strong verbal and written communication with end-user engagement.
• Experience reading and writing technical documentation.
• Experience mentoring teammates and sharing knowledge.
• Montreal bilingual English/French is an asset.

Responsibilities

• Answer all user questions across channels for the full AI portfolio.
• Document every query and resolution in a structured format to build a knowledge base.
• Resolve common issues at first contact; elevate complex issues to Level 3 with context.
• Assist Level 3 engineering and QA testers—reproduce issues and validate fixes.
• Own one AI product as the point of contact while knowledge of full portfolio is maintained.
• Maintain and improve self-help content, FAQs, and how-to guidance.
• Support clean handover of open items between locations at shift change.

Skills

M365 proficiency

AI product knowledge

End-user engagement

Technical documentation

ITIL knowledge

Mentorship

Bilingual English/French

Ticketing systems

Tools

ServiceNow

Jira/Confluence

Job description

AI SUPPORT ANALYST – GENERATIVE AI, M365 & TECHNICAL SUPPORT

ROLE SUMMARY

We are seeking a Level 2.5 AI Support Analyst to act as the front line for end-user AI, answering user questions across the firm's AI portfolio and capturing every query in a structured way. You will resolve what you can, elevate what you cannot, and document each interaction so that the knowledge feeds a future AI support agent. Each analyst maintains broad coverage of the full portfolio while owning one product as point of contact.

KEY RESPONSIBILITIES

• Answer all user questions across channels — helpdesk tickets, support channels, email, and direct queries — for the full AI portfolio.
  
• Document every query and resolution in a consistent, structured format to build the knowledge base and feed the future AI support agent.
  
• Resolve common and intermediate issues at first contact; elevate complex engineering issues to Level 3 with clear, complete context.
  
• Assist Level 3 engineering and QA testers — reproduce issues, gather evidence, and validate fixes.
  
• Own one AI product as point of contact (POC) while maintaining working knowledge of the full portfolio; provide cover for the partner location.
  
• Maintain and improve self-help content, FAQs, and how-to guidance for end users.
  
• Support a clean handover of open items between locations at shift change.
  

QUALIFICATIONS & EXPERIENCE

• Good years of experience in a technical support, service desk, or application-support role in an enterprise environment.
  
• Familiarity with M365 and a strong interest in AI products; ability to learn new AI tools quickly.
  
• Experience using ticketing and knowledge tools (e.g., ServiceNow, Jira/Confluence).
  
• Strong verbal and written communication skills, high comfort with end-user engagement, and ability to listen patiently.
  
• Experience reading and writing technical documentation.
  
• Experience mentoring teammates and colleagues, strong knowledge-sharing habits, and a history of team development.
  
• For Montreal, bilingual English/French is an asset.
  

CORE SKILLS

• Self-starter, self-directed, team player, with collaboration and handover across locations.
  
• Strong communicator with customer-focused troubleshooting and triage across multiple channels.
  
• Technical writing experience, disciplined and structured documentation, and query capture.
  
• Mentorship and technical knowledge transfer both upstream and downstream.
  
• Knowledge of ITIL and escalation, with complete context provided to Level 3 and QA.
  
• Quick learner, keen to stay on top of the fast-moving AI environment and current on products and features.