Posted 3 days ago
AI Support Analyst – Generative AI, M365 & Technical Support
@ Astra North Infoteck Inc.
Montréal, Quebec
Overview
Astra North Infoteck Inc. is hiring an AI Support Analyst (Level 2.5) to answer end-user questions across its generative AI and M365 portfolio, document every query, escalate complex issues to Level 3 and act as point of contact for one AI product. The role requires enterprise technical support experience, communication skills and technical writing. Schedule.
Responsibilities:
- Answer user questions across helpdesk, chat, email and direct channels
- Document queries and resolutions in a structured knowledge base
- Resolve common issues and escalate complex ones to Level 3
- Assist Level 3 engineering and QA with issue reproduction and fix validation
- Own one AI product as point of contact and maintain self-help content
Requirements summary:
- Experience in technical support, service desk or application support in enterprise
- Familiarity with M365 and interest in AI products
- Experience with ServiceNow or Jira/Confluence
- Strong verbal and written communication skills
- Technical writing and mentoring experience
Tools & skills
Source and dates
Source type not verified · zoho
- Employer posting date
- 2026-11-03
- First seen by our source
- 2026-10-27
- Source record updated
- 2026-11-04
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Travel | air: none · ground: none |
| Work setting | Office, Home |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English, French |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Astra North Infoteck Inc.
| Field | Value |
|---|---|
| Open jobs on Jobsy | 426 |
AI SUPPORT ANALYST – GENERATIVE AI, M365 & TECHNICAL SUPPORT
ROLE SUMMARY
We are seeking a Level 2.5 AI Support Analyst to act as the front line for end-user AI, answering user questions across the firm's AI portfolio and capturing every query in a structured way. You will resolve what you can, escalate what you cannot, and document each interaction so that the knowledge feeds a future AI support agent. Each analyst maintains broad coverage of the full portfolio while owning one product as point of contact.
KEY RESPONSIBILITIES
- Answer all user questions across channels — helpdesk tickets, support channels, email, and direct queries — for the full AI portfolio.
- Document every query and resolution in a consistent, structured format to build the knowledge base and feed the future AI support agent.
- Resolve common and intermediate issues at first contact; escalate complex engineering issues to Level 3 with clear, complete context.
- Assist Level 3 engineering and QA testers — reproduce issues, gather evidence, and validate fixes.
- Own one AI product as point of contact (POC) while maintaining working knowledge of the full portfolio; provide cover for the partner location.
- Maintain and improve self-help content, FAQs, and how-to guidance for end users.
- Support a clean handover of open items between locations at shift change.
QUALIFICATIONS & EXPERIENCE
- Good years of experience in a technical support, service desk, or application-support role in an enterprise environment.
- Familiarity with M365 and a strong interest in AI products; ability to learn new AI tools quickly.
- Experience using ticketing and knowledge tools (e.g., ServiceNow, Jira/Confluence).
- Strong verbal and written communication skills, high comfort with end-user engagement, and ability to listen patiently.
- Experience reading and writing technical documentation.
- Experience mentoring teammates and colleagues, strong knowledge-sharing habits, and a history of team development.
- For Montreal, bilingual English/French is an asset.
CORE SKILLS
- Self-starter, self-directed, team player, with collaboration and handover across locations.
- Strong communicator with customer-focused troubleshooting and triage across multiple channels.
- Technical writing experience, disciplined and structured documentation, and query capture.
- Mentorship and technical knowledge transfer both upstream and downstream.
- Knowledge of ITIL and escalation, with complete context provided to Level 3 and QA.
- Quick learner, keen to stay on top of the fast-moving AI environment and current on products and features.
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