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Added 14 mins ago
Parts Lead
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Full-time
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Quadbridge

Technical Customer Support Specialist – Level 1

Vancouver, BC, Canada

Posting language: English
Posted: Sep 23, 2026

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Original job description

Technical Customer Support Specialist - Level 1

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.

Role Overview

As a Level 1 Support Technician, you will be the first point of contact for technical issues reported by our clients. You will provide remote support across a wide range of technologies and environments, ensuring timely resolution of issues in accordance with defined Service Level Agreements (SLAs). This role requires strong communication skills, technical aptitude, and the ability to manage multiple priorities in a structured and professional manner.

This position reports to the Manager, Managed Services.

Key Responsibilities:

Client-Facing Support

Respond to incoming support requests via phone, email, and ticketing system.

Provide courteous, professional, and efficient technical support to external and internal clients.

Communicate clearly and effectively with non-technical users.

Technical Troubleshooting

Diagnose and resolve Level 1 issues related to desktops, laptops, printers, mobile devices, and basic networking.

Support Microsoft 365, Windows OS, and common business applications.

Perform basic user administration tasks (e.g., password resets, account unlocks, mailbox setup).

MSP-Specific Operations

Work across multiple client environments with varying configurations and policies.

Adhere to SLA timeframes and escalate tickets appropriately based on severity and impact.

Document all work performed in PSA tools for billing, compliance, and audit purposes.

Use RMM tools to monitor systems, deploy scripts, and perform remote troubleshooting.

Process & Documentation

Maintain detailed and accurate ticket notes and client documentation.

Follow established escalation procedures and contribute to knowledge base articles.

Participate in onboarding/offboarding processes for client users.

Qualifications:

Technical Skills

Basic understanding of networking concepts (IP, DNS, DHCP, VPN).

Familiarity with Microsoft 365 administration and troubleshooting.

Experience with Windows 10/11 and common desktop applications.

Exposure to RMM and PSA platforms (e.g., ConnectWise, NinjaOne).

Knowledge of endpoint security tools and backup solutions.

Soft Skills

Excellent verbal and written communication skills.

Strong customer service orientation and problem-solving mindset.

Ability to manage multiple tickets and priorities simultaneously.

High attention to detail and commitment to documentation.

Experience

1+ years of IT support experience (MSP experience preferred but not required).

Experience supporting users in a remote or helpdesk environment.
- Exposure to ticketing systems and SLA-driven workflows.

Education & Certifications:

Diploma or degree in Information Technology, Computer Science, or related field.
Industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals are an asset.

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.
Perks You’ll Love – In our Montreal office, enjoy catered breakfast and lunch and a gym.
Stay Connected – Eligible positions receive a phone allowance to keep you plugged in.
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:

$60,000 annually, plus bonus

Application Deadline: Applications reviewed on a rolling basis.

This posting is for an existing vacancy.

Apply About employer

More about this job

Responsibilities

The Level 1 Support Technician serves as the primary point of contact for technical issues, providing remote support for desktops, laptops, and business applications. Responsibilities include diagnosing technical problems, managing tickets within SLA timeframes, and maintaining accurate documentation in PSA tools.

Requirements

Candidates must have at least 1 year of IT support experience and a solid understanding of networking concepts and Microsoft 365 administration. A diploma or degree in Information Technology or a related field is required, along with strong communication and problem-solving skills.

Skills

Technical support
Troubleshooting
Microsoft 365
Windows OS
Networking
IP
DNS
DHCP
VPN
ConnectWise
NinjaOne
Endpoint security
Backup solutions
Customer service
Communication
Documentation

Benefits

RRSP program
Professional training and development
Health insurance
Dental insurance
Life insurance
Short-term disability insurance
Long-term disability insurance
Phone allowance
Catered breakfast and lunch
Gym access
Pet-friendly office

Visa sponsorship

Not detected in the job text

Keywords

IT solutions
Managed services
SLA
Ticketing system
PSA
RMM
Windows 10
Windows 11
CompTIA A+
Network+
Microsoft Fundamentals
Desktop support
User administration
Password resets
Account unlocks
Mailbox setup
Remote troubleshooting
Helpdesk
IT support
Technical aptitude

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