M365 familiarity and technical troubleshooting anchor this Level 2.5 AI Support Analyst position. Support users through tickets, email, and other channels.

You will provide assistance across the firm’s full AI portfolio while developing ownership of one product. The work combines end-user engagement, structured query capture, first-contact resolution, and transparent escalation. You will also help engineering and QA teams reproduce issues, gather evidence, and validate fixes.

Key Responsibilities:
Support users across helpdesk tickets, channels, email, and direct queries
Resolve common and intermediate issues at first contact
Escalate complex issues to Level 3 with complete context
Assist engineering and QA through reproduction and fix validation




Provide product ownership while maintaining portfolio knowledge

Requirements:
Positive experience in enterprise technical or application support
Familiarity with M365 and ability to learn AI tools quickly
Experience with ticketing and knowledge management tools
Patient, confident, and customer-focused communication style
Knowledge of ITIL, escalation, and technical documentation

Use M365 familiarity, customer-focused triage, and escalation discipline to support AI users and strengthen technical resolution workflows.

📌 Ai Technical Support Analyst Montreal (Canada)
🏢 Astra North Infoteck
📍 Canada