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Added 8 hours ago
Engineering Assurance Analyst (Electrification & Plant Asset Management)
Metrolinx
Canada
Full-time
Reporting to the Senior Manager, Electrification, you will support engineering assurance reviews from project development and design through construction, testing, commissioning, handover,…
Added 9 hours ago
Associate Student Recruiter and Advisor, On-Campus
The University of British Columbia
Kelowna, BC
$5,692.25 to $8,179.5 CAD / month
Full-time
Reports to the Manager, On-Campus Recruitment in terms of overall strategy and operations. The position works closely in collaboration with: (a) Student Recruiter-Advisors, Recruitment…
Added 10 hours ago
Associate Student Recruiter and Advisor, On-Campus
University of British Columbia
Kelowna, BC · UBCO | University Centre (UNC)
$5,692.25 to $8,179.5 CAD / month
Full-time
Reports to the Manager, On-Campus Recruitment in terms of overall strategy and operations. The position works closely in collaboration with: (a) Student Recruiter-Advisors, Recruitment…
Added 12 hours ago
Director, Business Services
Government of Alberta
AB
…Director, Business Services leads the delivery of financial operations, contract and grant management, and accommodation-related services for the Ministry of Education and Childcare. This…
Added 15 hours ago
Senior Business Systems Lead, Payroll & Time (Dayforce)
Lyft
Toronto, ON
You'll be backed by a mature, experienced Payroll Operations team who bring deep subject-matter expertise, while you own the technical and functional side: driving requirements, directing…
Added 16 hours ago
Senior Procurement Officer
Government of Nunavut Recruitment
Iqaluit, NU
Full-time
Reporting to the Manager Procurement Goods & Services, the Senior Procurement Officer supervises the Procurement Officers and leads the delivery of procurement services. The position…
Added 18 hours ago
Senior Data Engineer, Risk Technology
Investment Management Corporation of Ontario (IMCO)
Toronto, ON
Full-time
The incumbent will report to the Senior Manager, Data Technology.
Added 18 hours ago
Manager, Research and Policy
PIPSC IPFPC
Ottawa, ON
$136,379 to $170,473 CAD / year
Full-time
Under the direction of the Director, Public Affairs, Member Services & Communications, the Manager, Research & Policy leads the day-to-day operations of the Research & Policy function and…
Added 20 hours ago
Finance Manager, Operations
Federation of Canadian Municipalities
Ottawa, ON · Greater Ottawa Metropolitan Area
Full-time
Reporting to the Finance Director, Operations, the Finance Manager, Operations is responsible for overseeing the full accounting operations cycle, including Accounts Payable (AP), Accounts…
Added 22 hours ago
Communications Manager
PIPSC IPFPC
Ottawa, ON
$136,379 to $170,473 CAD / year
Full-time
…scientists across Canada, is seeking a bilingual Communications Manager to join our team at our National Office in…
Added 23 hours ago
Job ID #32233: Project Manager, Ravines and Waterways
City of Hamilton
Hamilton, ON
Full-time
Reporting to the Senior Project Manager (Infrastructure Programming – Ravines & Waterways), the Project Manager will be responsible for management and administration of capital…
Added 1 day ago
Economic Development & Tourism Associate
Corporation of the Town of Prescott
Prescott, ON
Part-time
…passion for events and tourism. Under the direction of the Manager of Economic Development & Tourism, the successful applicant will provide supports for tourism and economic development…
Added 1 day ago
Senior Manager, Payroll
The University of British Columbia
Vancouver, BC
$10,459.67 to $15,675.58 CAD / month
Full-time
The Senior Manager, Payroll provides strategic and operational leadership in the delivery of payroll services across the University of British Columbia. Supporting a diverse employee…
Added 1 day ago
Manager, Payroll Operations & Control
The University of British Columbia
Vancouver, BC
$9,599.75 to $14,385.5 CAD / month
Full-time
The Manager, Payroll Operations & Control will be a key driver and contributor in implementing procedures to enhance segregation of duties, physical security of payroll information, and…
Added 1 day ago
Building Energy Coordinator (EIT)
City of Edmonton
AB · Edmonton, AB
Full-time
…growth, monitor performance, and evaluate projects across our operations. In this role, you will play an active part in advancing our broader Civic Operations Greenhouse Gas Management Plan…
Added 1 day ago
Senior Manager, Payroll
University of British Columbia
Vancouver, BC
$10,459.67 to $15,675.58 CAD / month
Full-time
The Senior Manager, Payroll provides strategic and operational leadership in the delivery of payroll services across the University of British Columbia. Supporting a diverse employee…
Added 1 day ago
Manager, Payroll Operations & Control
University of British Columbia
Vancouver, BC
$9,599.75 to $14,385.5 CAD / month
Full-time
The Manager, Payroll Operations & Control will be a key driver and contributor in implementing procedures to enhance segregation of duties, physical security of payroll information, and…
Added 1 day ago
Building Energy Coordinator (EIT)
City of Edmonton
AB
…growth, monitor performance, and evaluate projects across our operations. In this role, you will play an active part in advancing our broader Civic Operations Greenhouse Gas Management Plan…
Added 1 day ago
Hospitality Manager - Conferencing
MAPLE LEAF LOUNGE
Toronto, ON
Full-time
The Hospitality Manager, Conference is an onsite leadership role responsible for overseeing hospitality operations across the Conference Centre, workplace catering, and Executive Committee…
Added 1 day ago
Director, Financial Planning & Analysis (FP&A)
Canlan Sports
Burnaby, BC
Full-time
…financial and other downstream risks. This position provides senior leadership with actionable insights and supports the organization's growth and financial…
Added 1 day ago
Manager, Strategy and Business Intelligence
Canerector
Toronto, ON · North York, ON
Full-time
…professionals the chance to lead high-impact projects and grow into senior executive roles in the…
Added 1 day ago
Center Supervisor - FT-Mississauga
Serco
Mississauga, ON
Full-time
Comply with all regulations, policies and procedures pertaining to the operations including occupational health and safety, environmental, drug and alcohol, and quality.
Added 1 day ago
APPRENTICE AME (M) - NORTH (#1004)
Air Inuit
Montreal, QC
Full-time
…pinnacle of safety and performance. Under supervision of the Senior Base Engineer or Base Engineer you will carry-out repairs and line maintenance on Air Inuit’s…
Added 1 day ago
AIRCRAFT MAINTENANCE ENGINEER (M) - ACA - NORTH (#1007)
Air Inuit
Montreal, QC
…always ready to conquer the skies. Under the supervision of the Senior Base Engineer or Base Engineer you will carry-out repairs and line maintenance on Air Inuit’s…
Added 1 day ago
APPRENTICE AME (M) - NORTH (#1004)
Air Inuit
Montreal, QC
Full-time
…pinnacle of safety and performance. Under supervision of the Senior Base Engineer or Base Engineer you will carry-out repairs and line maintenance on Air Inuit’s…

Quadbridge

Technical Customer Support Specialist – Level 3

Vancouver, BC, Canada

Pay: $75,000 to $85,000
Posting language: English
Posted: Sep 22, 2026

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Original job description

Technical Customer Support Specialist - Level 3

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

The Technical Customer Support Specialist - Level 3, Modern Work, Data & AI is a senior escalation resource within Managed Services. The role owns complex incidents and service requests, leads technical problem solving across Microsoft cloud and hybrid environments, and provides advanced guidance to Level 1 and Level 2 technicians.

This position is primarily focused on Modern Work technologies, including Microsoft 365, Microsoft Entra ID, Intune, Teams, SharePoint, OneDrive, Exchange Online, Microsoft Defender, and Microsoft Purview. The successful candidate will also bring at least one year of practical experience in data and AI management or AI agent creation, helping clients adopt automation and AI responsibly, securely, and effectively.

This position reports to the Manager, Managed Services.

Key Responsibilities:

Senior Escalation and Client-Facing Support

Act as the Level 3 escalation point for complex Modern Work, identity, security, cloud, endpoint, collaboration, data, and AI-related incidents. Own complex tickets end to end, including investigation, root cause analysis, remediation, validation, documentation, and customer communication.
Lead major or high-impact technical investigations, coordinate internal and vendor resources, and provide clear executive-ready updates when required. Translate complex technical findings into practical recommendations for both technical and non-technical stakeholders.
Support SLA commitments through sound prioritization, proactive communication, and timely escalation while identifying recurring issues and contributing to problem management, permanent corrective actions, and service improvement plans.

Modern Work and Microsoft Cloud

Administer, troubleshoot, optimize, and secure Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Microsoft 365 Apps, Microsoft Entra ID, Conditional Access, multifactor authentication, role-based access, enterprise applications, and identity lifecycle controls.
Lead endpoint management and security activities using Microsoft Intune, Windows Autopilot, compliance policies, configuration profiles, application deployment, device lifecycle management, and Microsoft Defender capabilities across identities, endpoints, email, applications, and cloud services.
Apply Microsoft Purview controls, assess Microsoft 365 tenant health, configuration, licensing alignment, and security posture, and recommend practical improvements based on client needs.
Plan and execute complex tenant changes, migrations, integrations, and remediation activities with appropriate testing, change control, rollback planning, and documentation. Provide advanced support for hybrid identity, Windows Server, Active Directory, DNS, networking, virtualization, backup, and Azure services when required to resolve Modern Work issues.

Data, AI Management and AI Agent Creation

Create, configure, test, deploy, monitor, and improve AI agents or copilots using approved enterprise platforms such as Microsoft Copilot Studio, Azure AI services, Power Platform, or equivalent technologies. Connect AI solutions to approved organizational data sources while applying access controls, data classification, privacy, security, and governance requirements.
Support data preparation, knowledge-source management, prompt and instruction design, grounding, workflow automation, testing, quality validation, monitoring, permissions review, adoption tracking, and continuous improvement for AI solutions.
Help establish repeatable standards for AI agent lifecycle management, including intake, design, testing, release, monitoring, change control, documentation, retirement, support procedures, escalation paths, and known limitations.
Partner with clients and internal teams to identify responsible automation and AI opportunities that improve service delivery, knowledge access, customer experience, and operational efficiency.

Technical Leadership, Process and Continuous Improvement

Mentor Level 1 and Level 2 technicians through case reviews, technical coaching, knowledge transfer, troubleshooting guidance, reusable documentation, runbooks, standard operating procedures, and knowledge base articles.
Lead or support technical reviews, root cause analysis, change planning, and post-incident improvement activities while identifying opportunities for automation, standardization, self-service, and improved security posture.
Use standard MSP platforms for ticketing, remote monitoring and management, documentation, monitoring, backup, security, reporting, time entry, configuration changes, risk tracking, decision records, and client communications.
Participate in client onboarding, offboarding, technical discovery, and transition activities while staying current with Microsoft Modern Work, data, AI, security, and cloud technologies and sharing relevant knowledge with the team.

Operations and Team Collaboration

Collaborate with service desk teams, senior engineers, project teams, account stakeholders, vendors, and client contacts. Participate in a rotating after-hours and weekend on-call schedule and follow IT service management, change management, documentation, security, and quality standards.
Support a culture of ownership, respectful collaboration, continuous learning, and excellent customer service.

Qualifications:

5+ years of progressive experience in technical support, systems administration, cloud operations, or an MSP environment, with demonstrated responsibility beyond a Level 2 role and advanced hands-on experience administering and troubleshooting Microsoft 365, Microsoft Entra ID, Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft 365 Apps.
Strong experience with Microsoft Intune, endpoint management, Windows Autopilot, device compliance, application deployment, endpoint security, Microsoft Defender, Conditional Access, multifactor authentication, identity security, and security incident investigation.
At least 1 year of hands-on experience in data and AI management or AI agent creation, deployment, integration, governance, monitoring, or support, including practical experience with an enterprise AI or automation platform such as Microsoft Copilot Studio, Azure AI services, Power Platform, or an equivalent platform.
Solid understanding of data access, permissions, privacy, security, governance, responsible AI principles, Windows Server, Active Directory, DNS, networking, PowerShell, and hybrid cloud environments.
Proven ability to lead complex troubleshooting, perform root cause analysis, make sound technical decisions, work independently, produce clear technical documentation, deliver client-facing updates, and manage competing priorities in a fast-paced, multi-client environment.

Nice-to-have:

Experience with Microsoft Purview, data loss prevention, retention, eDiscovery, information protection, compliance controls, Azure administration, Azure networking, Azure Monitor, Log Analytics, automation, or cloud security services.
Experience designing Power Automate workflows, integrations, APIs, connectors, scripted automation, Microsoft 365 tenant migrations, identity transformations, endpoint modernization, or security improvement projects.
Familiarity with retrieval-augmented generation, knowledge grounding, prompt engineering, AI testing, evaluation, agent lifecycle management, ITIL, incident management, problem management, change management, or knowledge management.

Education & Certifications:

Diploma or degree in Information Technology, Computer Science, Data Science, Artificial Intelligence, or a related field, or equivalent practical experience. Relevant Microsoft certifications are preferred, particularly in Microsoft 365, Endpoint Administration, Identity and Access, Security, Power Platform, Azure, Data, or AI.
Additional industry certifications in networking, security, virtualization, or IT service management are considered 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:

$75,000 to $85,000

Application Deadline: Applications reviewed on a rolling basis.

This posting is for an existing vacancy.

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More about this job

Responsibilities

The role serves as a senior escalation point for complex technical incidents across Microsoft cloud and hybrid environments. It involves leading technical problem solving, mentoring junior technicians, and managing the lifecycle of AI agents and automation solutions.

Requirements

Candidates must have at least 5 years of progressive experience in technical support or systems administration with advanced knowledge of Microsoft 365. Additionally, at least 1 year of hands-on experience in data and AI management or AI agent creation is required.

Skills

Microsoft 365
Microsoft Entra ID
Microsoft Intune
Technical support
Root cause analysis
AI agent creation
Microsoft Defender
SharePoint
Exchange Online
Cloud operations
Identity management
Endpoint management
Automation
Power Platform
Azure AI services
Microsoft Purview

Benefits

RRSP program
Professional training and development
Health insurance
Dental insurance
Life insurance
Short-term disability insurance
Long-term disability insurance
Top-tier equipment
Social and team building events
Catered breakfast and lunch
Gym access
Phone allowance
Pet-friendly office

Visa sponsorship

Not detected in the job text

Keywords

Microsoft 365
Microsoft Entra ID
Microsoft Intune
Windows Autopilot
Microsoft Defender
Microsoft Purview
Microsoft Copilot Studio
Azure AI services
Power Platform
Exchange Online
SharePoint Online
OneDrive
Conditional Access
Identity lifecycle
Endpoint management
Root cause analysis
AI agent creation
Automation
Hybrid cloud
Active Directory
DNS
Networking
PowerShell
ITIL
Incident management
Problem management
Change management
Managed Services
Technical support
Cloud operations

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