Technical Support Analyst - Microsoft 365 & Azure

Convverge; Calgary; On-site; CAD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive salary and benefits

Growth and development opportunities

Work with cutting-edge technologies

Dynamic, growing team

Job summary

Convverge in Calgary, AB is seeking a Technical Support Analyst to be the first point of contact for client and end-user support across Microsoft 365, Windows, and core workplace tech. You will triage, document, and resolve Tier 1 issues while delivering clear, timely communication to users.

This role emphasizes learning, collaboration, and building strong technical fundamentals in a Microsoft-focused consulting environment, with opportunities for growth and exposure to cutting-edge technologies

Qualifications

• 1–2 years of customer-facing IT support experience.
• Foundational knowledge of Microsoft 365, Windows, Outlook, Teams, SharePoint.
• Basic understanding of accounts, permissions and password resets.
• Exposure to AD/Entra ID/Exchange Online/Intune/Azure/PowerShell/Power Platform is a plus.
• Strong written and verbal communication with clear technical explanations.
• Detail-oriented with solid ticket documentation.
• Ability to work independently within a collaborative team.
• Post-secondary CIS-related program.

Responsibilities

• Act as the first point of contact for incoming 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 related to Windows, M365, Outlook, Teams, SharePoint, and access.
• Provide professional, friendly, and timely communication as tickets progress.
• Escalate issues needing deeper investigation to senior support, infrastructure, or platform teams.
• Follow up on open tickets and monitor lifecycle to closure.
• Contribute to internal docs and knowledge-base for repeatable processes.
• Identify recurring questions or gaps and raise improvement ideas with peers.

Skills

Communication skills

Problem solving

Documentation skills

Independent worker

Education

CIS degree

Tools

Microsoft 365

Windows Admin

PowerShell

SharePoint

Azure

Intune

Entra ID

Job description

Convverge in Calgary, AB is seeking a Technical Support Analyst to be the first point of contact for client and end-user support across Microsoft 365, Windows, and core workplace tech. You will triage, document, and resolve Tier 1 issues while delivering clear, timely communication to users.

This role emphasizes learning, collaboration, and building strong technical fundamentals in a Microsoft-focused consulting environment, with opportunities for growth and exposure to cutting-edge technologies