Technical Support Analyst

Convverge Inc.; Calgary; On-site; CAD 52,000 - 68,000; Full time

Benefits offered by this job

Competitive salary and benefits

Growing dynamic team

Career development opportunities

Work with leading clients

Job summary

Convverge Inc. in Calgary is seeking a Technical Support Analyst to be the first contact for client and end-user support requests.

You will triage, troubleshoot, document, and resolve common technical issues across Microsoft 365, Windows, and business applications. This role is ideal for someone who enjoys helping people, learning new systems, and building strong technical fundamentals in a Microsoft-focused consulting environment.

Qualifications

• 1-2 years in customer-facing IT support
• Foundational knowledge of Microsoft 365, Windows, Outlook, Teams, SharePoint
• Basic user administration concepts (accounts, permissions, password resets)
• Strong communication and documentation skills; able to explain technical concepts clearly

Responsibilities

• Be the first point of contact for support requests via phone, email, chat, or ticketing system
• Triage, prioritize, and document tickets with issue, steps, impact, urgency, and next steps
• Troubleshoot and resolve Tier 1 issues in Windows, Microsoft 365, Outlook, Teams, SharePoint, user access, password resets
• Provide professional, friendly, timely communication with end users
• Escalate complex issues to appropriate internal teams (senior support, infrastructure, Power Platform)
• Follow up on open tickets and monitor progress
• Contribute to internal documentation and knowledge base
• Identify recurring questions and suggest improvements

Skills

Customer support

Troubleshooting

Communication

Education

CS/IS degree

Tools

Microsoft 365

Windows

PowerShell

Azure

SharePoint

Job description

What We Offer

At Convverge, we are driven by technology, innovation, and the opportunity to work with amazing clients. We build business-level, web-based applications on Cloud platforms like Microsoft Azure, SharePoint and the Power Platform that support a rich set of interactions among customers, employees and users like us. As software developers, designers and analysts, our work requires us to consider usability, design, business workflow, performance, as well as strong technical platform integrations. We are regional leaders in a growing cloud technology space.

About Our Team

We’re a close-knit, high-trust team that moves fast and counts on each other to deliver. We’re passionate problem solvers who lead with quality, not just in what we build, but in how we work together and with our clients.

We believe small, empowered teams do their best work when they’re trusted to own outcomes. That means less bureaucracy, more accountability, and the kind of environment where your contributions are visible and your growth is real.

We value diverse backgrounds and experiences, because the best solutions come from teams that don’t all think the same way.

About the Role

As a Technical Support Analyst, you will be the first point of contact for client and end-user support requests. You will help triage, troubleshoot, document, and resolve common technical issues across Microsoft 365, Windows, business applications, user access, and general workplace technology. This role is ideal for someone who enjoys helping people, learning new systems, and building strong technical fundamentals in a Microsoft-focused consulting environment.

Key Responsibilities

• Act as the first point of contact for incoming support requests through phone, email, chat, or a ticketing system.
• Triage, prioritize, and document support tickets clearly, including the issue, troubleshooting steps, business impact, urgency, and next steps.
• Troubleshoot and resolve Tier 1 issues related to Windows, Microsoft 365, Outlook, Teams, SharePoint, user access, password resets, basic hardware/software concerns, and common application questions.
• Provide professional, friendly, and timely communication with end users while tickets move through the support process.
• Escalate issues that require deeper technical investigation to the appropriate internal team, including senior support, infrastructure, software development, or Power Platform resources.
• Follow up on open tickets, monitor progress, and help ensure incidents are moved through their lifecycle with care and accountability.
• Contribute to internal documentation, knowledge base articles, and repeatable support processes that improve service delivery.
• Identify recurring questions, process gaps, or improvement opportunities and raise them with peers and team leads.

Qualifications and Experience

• 1-2 years of customer-facing IT support, help desk, service desk, or technical support experience.
• Foundational knowledge of Microsoft 365, Windows, Outlook, Teams, SharePoint, and common end-user troubleshooting scenarios.
• Basic understanding of user administration concepts such as accounts, permissions, password resets, and access requests.
• Exposure to Active Directory, Microsoft Entra ID, Exchange Online, Intune, Azure, PowerShell, or Power Platform is considered an asset.
• Strong written and verbal communication skills with the ability to explain technical concepts in a clear and approachable way.
• Strong attention to detail, especially when documenting tickets, troubleshooting steps, and escalation notes.
• Comfort working independently while staying connected to a collaborative team environment.
• Post-Secondary Education in computer information systems or a similar program.

Benefits

• Competitive salary and benefits package.
• Opportunity to join a growing dynamic team.
• Career advancement and professional development opportunities.
• Work with cutting-edge technologies and industry-leading clients.

What we Expect

Our team shows up ready to do great work, and we expect the same from you. We collaborate, take ownership seriously, and hold each other to a high standard. In return, you’ll find a team that has your back and clients who genuinely value what we build together.

What we Value

Our company leads with a values-based mindset, and we believe the best career matches happen when personal values align with ours. Before you apply, take a moment to review our six core values — we think it’s worth your time.

Application Process

If this sounds like the right fit, we’d love to hear from you. Submit your resume and a cover letter telling us about your experience and why Convverge is the right next step.