Cloud Service Support Analyst - Calgary, Canada - Convverge Inc.

Convverge Inc.
Convverge Inc.
Verified Company
Calgary, Canada

3 weeks ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description

About Our Team

  • We passionately solve problems and commit to quality as the leading design principle.
  • We scale ourselves through small, selfempowered and selforganizing 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:


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 and Skills:


  • 35 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
  • Selfmotivation 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

What You Will Benefit From:


  • Being part of a growing collaborative and engaging team that prioritizes employee development and customer experience
  • Partnering with and learning from an experienced network of professionals in the technology space
  • A competitive compensation package with a flexible employee health benefits package, paid time off, hybrid work / work from home arrangements and professional development support.

Benefits:


  • Dental care
  • Extended health care

Schedule:

  • Monday to Friday

Application question(s):

  • Do you have previous customer support experience in a support desk environment?

Experience:


  • M365 product: 3 years (preferred)

Work Location:
In person
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