Technical Customer Support Specialist – Level 2

Quadbridge • Montreal, QC

59d • $62,000 • Hybrid

About The Position

Technical Customer Support Specialist – Level 2
Ce poste est également affiché en français.
Who We Are:
Quadbridge is a fast-growing North American IT solutions provider, empowering businesses to navigate complex challenges daily, through strong partnerships with leading technology providers and close collaboration with our team and customers. With locations in Kitchener, Montreal and Vancouver, we strive to create an energetic, fun workplace where ambitious, like-minded teammates collaborate, innovate, and thrive as we continue to grow our national footprint.
We are Quadbridge. See how we’re building tomorrow’s solutions, together.
Key Responsibilities
This role reports to the Team Lead- Managed Services.
Client-Facing Support
· Work across multiple client environments with varying configurations and policies
· Act as a Level 2 escalation resource for infrastructure, networking, and security-related incidents
· Own tickets end-to-end, including investigation, resolution, documentation, and customer communication
· Deliver a high-quality client experience by translating complex technical issues into clear, understandable updates
· Ensure SLAs are met through proactive troubleshooting, prioritization, and escalation when required
Networking & Security Infrastructure
· Troubleshoot and support network infrastructure, including:
o LAN/WAN environments
o Wi-Fi access points and controllers
o VPN connectivity (site-to-site and client VPN)
· Support and administer firewalls and security appliances (policy changes, NAT, VPNs, firmware updates, basic threat investigation)
· Assist with implementation and support of endpoint and identity security controls, including MFA and conditional access
· Identify security risks or misconfigurations and recommend remediation following best practices
Systems, Virtualization & Cloud
· Support on-premise and virtualized infrastructure, including:
o Server and Storage environments
o Virtualization platforms
o Backup solutions (e.g. Veeam)
· Assist with deployment, maintenance, and troubleshooting of:
o Physical servers, storage, and network hardware
o Virtual machines and supporting services
· Support cloud and hybrid environments, including:
o Microsoft 365 administration (users, groups, licensing, security settings)
o Azure or cloud-hosted workloads (identity integration, networking, access issues)
Tools, Process and Continuous Improvement
· Use standard MSP tools including ticketing systems, RMM platforms, monitoring, backup, and security tools
· Accurately log time, work performed, and configuration changes
· Contribute to internal documentation, runbooks, and knowledge base articles
· Identify opportunities for automation, standardization, and improved security posture
· Stay current with evolving networking, infrastructure, and security technologies
· Participate in onboarding/offboarding processes for client users
Operations & Team Collaboration
· Participate in a rotating after-hours and weekend on-call schedule
· Collaborate closely with Level 1 technicians, senior engineers, and project teams
· Provide guidance and mentoring to junior team members on infrastructure and security issues
· Adhere to IT service management and security best practices

Requirements

• 3+ years of experience in a technical support or MSP environment
• Strong hands-on experience with: o Networking fundamentals (LAN/WAN, Wi-Fi, VPN) o Firewalls and network security concepts o Windows Server and Active Directory o Microsoft 365 administration o Storage, Backup and Virtualization platforms
• Experience supporting hybrid environments (on-prem + cloud)
• Proven ability to troubleshoot complex infrastructure and security-related issues
• Strong written and verbal communication skills
• Ability to manage multiple priorities and work independently

Nice To Haves

• Experience with Azure networking, identity, or security services
• Exposure to endpoint protection, email security, or SIEM tools
• ITIL training or practical service management experience
• Scripting or automation experience (PowerShell, etc

Responsibilities

• Work across multiple client environments with varying configurations and policies
• Act as a Level 2 escalation resource for infrastructure, networking, and security-related incidents
• Own tickets end-to-end, including investigation, resolution, documentation, and customer communication
• Deliver a high-quality client experience by translating complex technical issues into clear, understandable updates
• Ensure SLAs are met through proactive troubleshooting, prioritization, and escalation when required
• Troubleshoot and support network infrastructure, including: o LAN/WAN environments o Wi-Fi access points and controllers o VPN connectivity (site-to-site and client VPN)
• Support and administer firewalls and security appliances (policy changes, NAT, VPNs, firmware updates, basic threat investigation)
• Assist with implementation and support of endpoint and identity security controls, including MFA and conditional access
• Identify security risks or misconfigurations and recommend remediation following best practices
• Support on-premise and virtualized infrastructure, including: o Server and Storage environments o Virtualization platforms o Backup solutions (e.g. Veeam)
• Assist with deployment, maintenance, and troubleshooting of: o Physical servers, storage, and network hardware o Virtual machines and supporting services
• Support cloud and hybrid environments, including: o Microsoft 365 administration (users, groups, licensing, security settings) o Azure or cloud-hosted workloads (identity integration, networking, access issues)
• Use standard MSP tools including ticketing systems, RMM platforms, monitoring, backup, and security tools
• Accurately log time, work performed, and configuration changes
• Contribute to internal documentation, runbooks, and knowledge base articles
• Identify opportunities for automation, standardization, and improved security posture
• Stay current with evolving networking, infrastructure, and security technologies
• Participate in onboarding/offboarding processes for client users
• Participate in a rotating after-hours and weekend on-call schedule
• Collaborate closely with Level 1 technicians, senior engineers, and project teams
• Provide guidance and mentoring to junior team members on infrastructure and security issues
• Adhere to IT service management and security best practices

Benefits

• Invest in Your Future – Benefit from our RRSP program to help you plan ahead
• Grow With Us – Take advantage of ongoing professional training and development opportunities.
• Comprehensive Coverage – A complete health, dental, life, STD and LTD insurance plan
• Top-Tier Equipment – We provide everything you need to do your best work.
• A Vibrant Workplace – Join us for monthly social and team building events.
• Bring Your Best Friend – Our offices are pet-friendly!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree