Cloud Service Support Analyst

What We Offer​

We’re always looking for top-talent, friendly people who are happiest when helping others, working hard, and loving to grow personally and professionally. A career with us is fun, empowering, innovative, and constantly challenging. Things move quickly in tech and that’s all part of the adventure. Convverge is an established Microsoft consulting partner and managed services provider with an entrepreneurial spirit. We offer competitive compensation, flexible health benefits, hybrid work arrangements and a structured professional development program to our team. We work hard to create a great place to work. Our main office location is in Calgary, Alberta. However, it goes without saying that as a tech-loving, digital consulting company we’ve mastered those remote working tools too.

About Our Team

  • We passionately solve problems and commit to quality as the leading design principle.
  • We scale ourselves through small, self-empowered and self-organizing teams.
  • We focus on learning, at an organizational and personal level. All employees are pursuing certifications on company time, with an allocation of 4 hours per week of professional development time.
  • We value a diverse team with a variety of experiences and educational backgrounds.

About You

At Convverge we are customer focused and we are looking for a customer-focused and dynamic Cloud Service Support Analyst to support our customer portfolio located in Calgary where you will contribute to the business by providing support to customers’ queries related to their software, SharePoint Intranet, Azure Cloud Infrastructure and M365 Administration support in a professional and courteous manner. This role can be done remotely, we encourage candidates with the required skill set located outside of Calgary to apply.

Key Responsibilities

  • Support the build out of the Convverge Support Service Desk
  • Submit fully documented customer issues into a ticket management system
  • Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue
  • Dispatch incidents to the appropriate Team Leads, Software developers and Power Platform team members when current skill capacity is reached. Manage the incident through its lifecycle.
  • Understand and assist with all internal and external escalations
  • Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery
  • Remotely troubleshoot and diagnose technical Tier 1 issues and resolve incidents
  • Respond to end users’ enquiries related to their supported software
  • Own and resolve incidents within technical capacity
  • Provide fully documented technical issues in our ticket management system and Azure Devops, determine the customer’s urgency, and where possible, provide resolution to customer’s issues
  • Identify process improvement opportunities and follow up with peers and leads to improve service delivery
  • Participate in group events and discussionsto be a valued contributing member of the Customer Experience Support team.
  • Support the continuous build out of the support desk/onboarding systems.

Requirements

  • 3-5 years of related IT experience Azure Cloud Environment, Lighthouse, Intune, IT Glue, End Point Management tools, Active Directory, Group Policies, PowerShell, MS Exchange, Office 365, M365 Administration. Power Platform knowledge is considered an asset
  • Ability to provide support to end users on a variety of topics including Windows, MS Office 365 and Microsoft exchange email
  • Self-motivation and professional attitude and customer focused
  • Excellent written and verbal communication skills
  • Strong problem solving and analytical abilities
  • Solid commitment to quality customer service with focus on the overall customer experience
  • M365 products experience: 3 years (preferred)

Job Type:

Full-time

Schedule:

Monday to Friday

Work Location:

Calgary

Benefits:

  • Dental care
  • Extended health care

What we expect

Our people come ready to buckle down and are wizards at working together to create successful customers. Our team is fanatical about delivering great outcomes and our list of stellar clients have come to expect exceptional results. As a result, you are expected to pull your weight, invest your time and talents, support the team and overall be that beautiful person you know you are. (If coffee is required to get there, let us know ahead of time.)

What we value

Our company leads with a values-based mindset. Our five core values are important to us and we expect that they are important to you too. We know the best career matches happen when your personal values align with ours, so take a minute to check out our values. (hint, hint.)
Apply for " Cloud Service Support Analyst "

Apply for " Cloud Service Support Analyst "

Create Successful Customers

We focus on a great customer experience by doing what it takes to enable our customer to be successful. Doing so enables us to be successful.

Operate with Integrity

We communicate internally and externally with unwavering candor, honesty, and respect

Support Each Other

We are a team and we show up for each other, act with empathy, and bring our authentic selves to work every day.

Have Fun! Enjoy the Technology

Everyone benefits when we have fun in our jobs and exhibit our love of technology through our work.

Develop Our People

We provide an environment that fosters personal development, professional learning, and growth.

At Convverge, we are driven by technology, innovation, and the opportunity to work with amazing customers. 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 passionately solve problems and commit to quality as the leading design principle.
  • We scale ourselves through small, self-empowered and self-organizing teams.
  • We focus on learning, at an organizational and personal level.
  • All employees are pursuing certifications on company time, with an allocation of 4 hours per week of professional development time and certification bonuses.
  • We value a diverse team with a variety of experiences and educational backgrounds.
Apply for " Cloud Service Support Analyst "