Tier 1 Technical Analyst

Cadence Solutions; Edmonton; On-site; CAD 55,000 - 70,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

Structured training

Job summary

Cadence Solutions in Edmonton, AB is seeking a Tier 1 Technical Analyst to support Microsoft 365, SharePoint Online, ECM solutions, and related business applications. You’ll triage tickets, troubleshoot issues, and help clients maximize value from Microsoft technology investments.

This role targets individuals early in their technical career who enjoy direct client support and want to build core skills across the Microsoft ecosystem, ECM technologies, and modern workplace solutions.

Qualifications

• Degree or Diploma in a related field, or equivalent experience.

Responsibilities

• Act as the first line of support for client inquiries via phone, email, and ticketing systems.
• Assess, triage, and respond to incoming support tickets, determining appropriate next steps and escalation paths.
• Communicate clearly and professionally with clients regarding issue status, expectations, and resolution.
• Ensure tickets are documented accurately and escalated appropriately when required.
• Provide ongoing support for Microsoft 365 applications, including SharePoint Online, Microsoft Teams, OneDrive, and related business solutions.
• Support ECM systems such as OpenText Content Server and their integration with Microsoft technologies.
• Assist with installing, configuring, testing, and maintaining Microsoft 365 and ECM solutions.
• Support the configuration, testing, and implementation of client solutions within the Microsoft ecosystem to meet business objectives.
• Assist with QA testing of in-house-developed software and Microsoft-based business applications to ensure quality and reliability.
• Troubleshoot user issues related to permissions, access management, document management, collaboration tools, and Microsoft 365 functionality.
• Work closely with Tier 2 Technical Analysts and project teams on technical tasks such as system configuration or script development.
• Liaise with external software vendors for Commercial off-the-Shelf (COTS) products as required.
• Contribute to the ticketing system knowledge base and internal documentation.

Skills

Technical support

Troubleshooting

Client-facing

OpenText Content Server

SharePoint Online

Windows OS

Microsoft Office

Communication

Analytical thinking

Time management

Education

Degree/Diploma in related field

Tools

SharePoint Online

OpenText Content Server

Microsoft 365

Ticketing systems

Job description

Managed Services Full Time Edmonton, AB $55,000 - $70,000 CAD per year

At Cadence Solutions, we’re in the business of solving meaningful problems—and enjoying the process while we do it. We specialize in solution discovery, design, and technology innovation, helping organizations unlock the full value of modern Microsoft platforms.
We do things differently here. Our clients trust us because we build smart, practical solutions that solve real challenges—and because we’re great people to work with. At Cadence, you’ll support Managed Services and project teams delivering impactful work for global organizations, alongside colleagues who value curiosity, collaboration, and having fun while delivering excellent work.
We take our work seriously—but not ourselves. You’ll find a supportive, low-ego environment where learning is encouraged, ideas are welcomed, and people genuinely enjoy working together.

Role Overview

As a Tier 1 Technical Analyst, you’ll be a key member of our Managed Services team and the first point of contact for clients requiring technical support. You’ll support Microsoft 365 environments, SharePoint Online, Enterprise Content Management (ECM) solutions, and related business applications. Working closely with Tier 2 Technical Analysts and project teams, you’ll assess incoming requests, troubleshoot user issues, and help ensure clients maximize the value of their Microsoft technology investments.

This role is ideal for someone early in their technical career who enjoys troubleshooting, supporting clients directly, and building strong foundational skills across Microsoft 365, SharePoint, Power Platform, ECM technologies, and modern workplace solutions.

What You’ll Be Doing

Client Support & Issue Triage

• Act as the first line of support for client inquiries via phone, email, and ticketing systems.
• Assess, triage, and respond to incoming support tickets, determining appropriate next steps and escalation paths.
• Communicate clearly and professionally with clients regarding issue status, expectations, and resolution.
• Ensure tickets are documented accurately and escalated appropriately when required.

ECM & Application Support

• Provide ongoing support and maintenance for Microsoft 365 applications, including SharePoint Online, Microsoft Teams, OneDrive, and related business solutions.
• Support ECM systems such as OpenText Content Server and their integration with Microsoft technologies.
• Assist with installing, configuring, testing, and maintaining Microsoft 365 and ECM solutions.
• Support the configuration, testing, and implementation of client solutions within the Microsoft ecosystem to meet business objectives.
• Assist with QA testing of in-house-developed software and Microsoft-based business applications to ensure quality and reliability.
• Troubleshoot user issues related to permissions, access management, document management, collaboration tools, and Microsoft 365 functionality.
• Work closely with Tier 2 Technical Analysts and project teams on technical tasks such as system configuration or script development.
• Liaise with external software vendors for Commercial off-the-Shelf (COTS) products as required.
• Contribute to the ticketing system knowledge base and internal documentation.

Operations & Service Delivery

• Participate in rotational on-call support, including some evenings and weekends.
• Provide remote and, when required, on-site client support to troubleshoot issues or perform maintenance.
• Contribute to regular client updates or status reporting as needed.

What You Bring

• Degree or Diploma in a related field, or equivalent experience.
• Interest in technical support, troubleshooting, and client-facing work.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong organizational skills and ability to manage multiple priorities.
• Desire to learn new technologies and continuously improve technical skills.
• Experience with OpenText Content Server or Microsoft SharePoint is an asset.
• Comfort working in Windows environments and with Microsoft Office.

Performance Expectations

• Respond to client tickets within defined SLAs.
• Perform effective root-cause analysis and follow documented resolution pathways.
• Demonstrate growing proficiency with OpenText Content Server and/or Microsoft SharePoint.
• Communicate clearly and professionally with clients and internal team members.
• Collaborate effectively within a team environment.

Why You’ll Love Working at Cadence

• A supportive, inclusive, and collaborative culture.
• Structured training and mentorship.
• Competitive compensation and comprehensive benefits.
• A fun, forward-thinking environment that encourages continuous learning.