Technical Support Analyst

Surrey, BC

Technical Support Analyst


This position requires a self-motivated individual to support Convoy’s end users, IT infrastructure and services. It is the “face of IT” within the organization and needs to convey an attitude of caring and competence in all interactions. They are committed to delivering value to the company by providing assistance relating to the use of tools including hardware, software, printing, hardware/software installation, e-mail, operating systems, network issues, web support, telecom, mobile device, and general technical troubleshooting.


The Technical Support Analyst will be part of the North American support group under the supervision of the IT Technical Support Manager and will report to the Information System Manager.

This position works out of the Home Office in Surrey, BC.


Duties and Responsibilities

Essential functions include but are not limited to:

  • End-user support for CONVOY and involvement in SOPREMA Group brands (SOPREMA, RESISTO, Chem Link, DERBIGUM…etc.)
  • Ticketing system requests
  • Active Directory user accounts.
  • Hardware/software procurement, licensing, and deployment
  • Mobile device management
  • Training / procedure generation and implementation
  • VOIP phone systems
  • Local A/V support
  • Network infrastructure services (data/fax/voice, etc.) for all sites.
  • Other related tasks as designated by manager or supervisor.
  • Must be able to travel throughout Canada and U.S.A


Decision Making and Problem Solving

  • Respond to level 1 and 2 support tickets and other requests in a prompt, friendly and customer service-oriented manner.
  • Prioritization of ticket and project workloads
  • Ability to troubleshoot, diagnose and resolve technical support issues, communicate status, and follow up through to completion.
  • Ability to think and respond quickly and adjust schedules and operating plans in response to unplanned event.
  • Ability to seek and incorporate input from others to develop solutions.
  • Procurements made in line with IT budgets and strategy of the organization.
  • Develop and maintain business relationships with vendors.
  • Allocate specific work activities to contractors or subcontractors.
  • Analyze processes and procedures for continuous improvement.
  • Manage individual projects as assigned including planning, timelines, status updates, and completion of objectives.


Minimum Qualifications: Experience

  • Degree or diploma in computer science or equivalent.
  • 2+ years’ experience in Information Technology Support.
  • Deep understanding of MS Windows OS installs, support and troubleshooting.
  • Strong Knowledge of MS O365 and LAN/WAN Networking.
  • Excellent interpersonal skills as well as written and verbal communication skills.


Working Conditions and/or physical demands

The Technical Support Analyst work services IT equipment in office environments which may require sitting for long periods, repetitive computer, telephone use, occasional heavy lifting, bending, or stooping. This role receives minimal daily supervision and works independently when not collaborating on other projects.


The Offer

What we offer:

Competitive salary - we take great pride in offering our workforce the best benefits and compensation packages in our industry, and we think you will too.

Healthcare and Dental for single, couple or family coverage

Insurance benefits and employee assistance program

Group RRSP – save for retirement – you are eligible after 1 year of continuous employment and Convoy matches your contribution based on years of service

Time Off – Everyone needs time away from work to recharge and be with family and friends - receive a generous amount of paid holidays

Employee Referral Bonus Program

Paid training/tuition reimbursement – Ready to further your education?

Open door policy in a supportive and encouraging work environment

Overtime available in peak periods

Internal Promotions - Find out more at


Additional information:

Wage is based on Experience and Education

Convoy can be a job… or a career. Find out more at


Company overview

Convoy Supply is a leading wholesale distributor of construction materials with 44 locations across North America, from the Canadian Rockies and Pacific Northwest forests, across the Prairies to the Great Lakes and places in between. Our company was founded in 1972 and Team Convoy prides itself on being the most responsive, problem solving and fun place for our customers to conduct business. We want them to know that they can LEAN ON US!


Not magic. Convoy.


Convoy Supply

Convoy Supply

Convoy Supply is a one-step building materials distributor with over 40 locations across Canada, the Pacific Northwest, Montana, and Maryland, with product lines covering every aspect of the building envelope.

Here's a sample of what it means to join Team Convoy:

  • A team of champions who bring their best to every game
  • A vision for our communities that includes and goes beyond providing meaningful employment
  • A commitment to grow ethically, responsibly, and sustainably
  • A rich history spanning over 45 years, filled with stories of challenge, growth, and friendship 

A career with Team Convoy can lead to a wide range of employment opportunities, including truck drivers, crane operators, warehouse associates, sales, administration and finance, and management. We provide a comprehensive benefits package for you and your family, support your career goals through education, transfers, and development, and are committed to providing a safe place to work. We believe in making our communities and our world a better place to live, and our goal is to meet and exceed our customer’s expectations. We work hard and enjoy ourselves in the process.

Other Jobs


Stay updated. Follow us on:

Be the first notified of new relevant jobs