Job opportunity
Level 2 IT Support Technician
Quadbridge
Technical Customer Support Specialist – Level 2
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:
Wi‑Fi access points and controllers
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:
Server and Storage environments
Backup solutions (e.g. Veeam)
Assist with deployment, maintenance, and troubleshooting of:
Physical servers, storage, and network hardware
Virtual machines and supporting services
Support cloud and hybrid environments, including:
Microsoft 365 administration (users, groups, licensing, security settings)
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
Qualifications:
3+ years of experience in a technical support or MSP environment
Strong hands‑on experience with:
Networking fundamentals (LAN/WAN, Wi‑Fi, VPN)
Firewalls and network security concepts
Windows Server and Active Directory
Microsoft 365 administration
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
Strong written and verbal communication skills in both English and French
Nice-to-have:
Experience with Azure networking, identity, or security services
Exposure to endpoint protection, email security, or SIEM tools
ITIL training or practical service management experience
Education & Certifications
Diploma or degree in Information Technology, Computer Science, or related field
Industry certifications (Microsoft, networking, security, virtualization)
Why Quadbridge:
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!
Quadbridge is an equal opportunity employer, committed to diversity and inclusion in compliance with the Canadian Human Rights Act and Employment Equity Act. If you require accommodations under the applicable Canadian laws during the interview process, please inform us, and we will ensure your needs are met
Work Schedule:
Monday to Friday, 8:30 a.m. to 5 p.m. Full-time, permanent, Hybrid
Salary Range:
$70,000 to $80,000 per year, plus annual bonus
Application deadline:
Applications reviewed on a rolling basis
This posting is for an existing vacancy
#J-18808-Ljbffr
Apply on source site 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:
Wi‑Fi access points and controllers
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:
Server and Storage environments
Backup solutions (e.g. Veeam)
Assist with deployment, maintenance, and troubleshooting of:
Physical servers, storage, and network hardware
Virtual machines and supporting services
Support cloud and hybrid environments, including:
Microsoft 365 administration (users, groups, licensing, security settings)
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
Qualifications:
3+ years of experience in a technical support or MSP environment
Strong hands‑on experience with:
Networking fundamentals (LAN/WAN, Wi‑Fi, VPN)
Firewalls and network security concepts
Windows Server and Active Directory
Microsoft 365 administration
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
Strong written and verbal communication skills in both English and French
Nice-to-have:
Experience with Azure networking, identity, or security services
Exposure to endpoint protection, email security, or SIEM tools
ITIL training or practical service management experience
Education & Certifications
Diploma or degree in Information Technology, Computer Science, or related field
Industry certifications (Microsoft, networking, security, virtualization)
Why Quadbridge:
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!
Quadbridge is an equal opportunity employer, committed to diversity and inclusion in compliance with the Canadian Human Rights Act and Employment Equity Act. If you require accommodations under the applicable Canadian laws during the interview process, please inform us, and we will ensure your needs are met
Work Schedule:
Monday to Friday, 8:30 a.m. to 5 p.m. Full-time, permanent, Hybrid
Salary Range:
$70,000 to $80,000 per year, plus annual bonus
Application deadline:
Applications reviewed on a rolling basis
This posting is for an existing vacancy
#J-18808-Ljbffr