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Added 8 mins ago
Business Manager, Director - COO Group
Royal Bank of Canada
Toronto, ON
Full-time
Capital Markets Operations is seeking a Business Manager, Director, to join the Global Head of Digital Transformation and Product Development. This is a strategic leadership role focused on…
Added 23 mins ago
Software Developer – CRM – Senior - RQ10953
S M Software Solutions Inc
Toronto, ON
Full-time
We are looking for an experienced Software Developer – CRM – Senior with strong expertise in Microsoft Dynamics 365 Customer Engagement (CE), Power BI, data reporting, data integration,…
Added 23 mins ago
OPGT Senior CRM Developer | Skills: D365 CE/F&O, Power BI (DAX/Power Query), SQL | Eval: D365 Dev/Reporting, Power BI, Data Integration, DW/Lakehouse
CCI- Computer Consultants International, Inc.
Toronto, ON
Contract
Working as part of an integrated support and data/reporting team, comprising of internal and vendor resources, the role is responsible for implementing configurations, customizations, and…
Added 23 mins ago
Senior Manager, Data Products
Pelmorex
Oakville, ON
Contract
We are seeking a Senior Manager, Data Products to execute and grow Pelmorex's data business: the audience, attribution, and distribution products we sell to agencies, brands, and partners,…
Added 39 mins ago
Business Manager, Director - COO Group
RBC
Toronto, ON
Full-time
Capital Markets Operations is seeking a Business Manager, Director, to join the Global Head of Digital Transformation and Product Development. This is a strategic leadership role focused on…
Added 39 mins ago
Senior Manager, Data Products
Pelmorex
Oakville, ON
Full-time
We are seeking a Senior Manager, Data Products to execute and grow Pelmorex's data business: the audience, attribution, and distribution products we sell to agencies, brands, and partners,…
Added 39 mins ago
Senior Salesforce Analyst, Marketing Delivery
TD
Toronto, ON
Full-time
Analytics, Insights, & Artificial Intelligence
Added 53 mins ago
Business Intelligence Manager
Resolver
Toronto, ON
Full-time
The Business Intelligence Manager owns Resolver's internal business data: the data in Snowflake, the pipelines that feed it, and the reporting build on top. Much of the job is working out…
Added 1 hour ago
Senior Manager, Organic Growth
Mistplay
Toronto, ON
$120,000 to $165,000 CAD / year
Full-time
Mistplay is seeking a strategic and hands-on Senior Manager of Organic Growth to help build and scale the organic acquisition engine for our fast-growing rewarded gaming platform. This…
Added 1 hour ago
Senior Manager, Organic Growth
Mistplay
Toronto, ON · Montreal, QC
Full-time
Mistplay is seeking a strategic and hands-on Senior Manager of Organic Growth to help build and scale the organic acquisition engine for our fast-growing rewarded gaming platform. This…
Added 1 hour ago
Manager, Compliance Risk Assessment Execution (5547)
TD
Toronto, ON · Markham, ON
Full-time
Reporting to the Senior Manager, Compliance Risk Assessments, the Manager supports the execution and maintenance of the regulatory compliance risk assessments across the enterprise and is…
Added 1 hour ago
Senior Manager, Organic Growth
Mistplay
Montreal, QC
$120,000 to $165,000 CAD / year
Full-time
Mistplay is seeking a strategic and hands-on Senior Manager of Organic Growth to help build and scale the organic acquisition engine for our fast-growing rewarded gaming platform. This…
Added 2 hours ago
DÉVELOPPEUR RESPONSABLE - TI
The Home Depot Canada
Toronto, ON
Full-time
Work closely with architects and senior leaders to define the technical architecture and ensure that the project is aligned with business objectives
Added 3 hours ago
Customer Success Manager
Bambuser
Montreal, QC
Full-time
…including LVMH, Audi, Sephora, Decathlon and Sonos use our platform to create richer, more engaging customer experiences and measurable commercial…
Added 4 hours ago
Senior Developer Data Engineering
National Bank of Canada
Montreal, QC
Full-time
develop and operationalise a data and analytics platform based on snowflake and
Added 6 hours ago
FS/ Product Owner – Risk and Compliance – Sr Con
Infosys
ON
Exposure to AI, machine learning, or advanced analytics in a product or platform context (hands-on experience preferred but not mandatory).
Added 11 hours ago
Senior Manager, Technical Support
Sectigo
Ottawa, ON
Full-time
We are looking for a talented Senior Manager, Technical Support to join our growing global team at Sectigo.
Added 11 hours ago
Senior Manager, Technical Support
Sectigo
Ottawa, ON
Full-time
We are looking for a talented Senior Manager, Technical Support to join our growing global team at Sectigo.
Added 12 hours ago
Software Developer – CRM – Senior - RQ10953
S M Software Solutions Inc
Toronto, ON
Full-time
We are looking for an experienced Software Developer – CRM – Senior with strong expertise in Microsoft Dynamics 365 Customer Engagement (CE), Power BI, data reporting, data integration,…
Added 12 hours ago
Software Developer – CRM – Senior - RQ10953
S M Software Solutions Inc
Toronto, ON
Full-time
We are looking for an experienced Software Developer – CRM – Senior with strong expertise in Microsoft Dynamics 365 Customer Engagement (CE), Power BI, data reporting, data integration,…
Added 12 hours ago
Senior Analyst, Legal Solutions & Technology
Electronic Arts (EA)
Vancouver, BC
Full-time
You will report to the Senior Manager, Legal Solutions & Technology , and you will be expected work a hybrid schedule with 3 days in office in one of the posted locations.
Added 12 hours ago
Business Analyst - GOAPRDJP000001026
S M Software Solutions Inc
AB · Edmonton, AB
Full-time
…Innovation initiatives. The successful candidate will provide senior-level business and technical analysis, requirements gathering, business process development and re-engineering,…
Added 12 hours ago
Business Analyst - GOAPRDJP000001026
S M Software Solutions Inc
AB · Edmonton, AB
Full-time
…Innovation initiatives. The successful candidate will provide senior-level business and technical analysis, requirements gathering, business process development and re-engineering,…
Added 13 hours ago
Growth Platform Demand-Generation Marketing Manager (18 month contract)
Deloitte
Toronto, ON
Full-time
As a Growth Platform Demand-Generation Marketing Manager , you will lead the development and execution of growth marketing, demand generation, and growth activation strategies across…
Added 14 hours ago
Spécialiste/Stratège SEO Sénior | Senior SEO Specialist/Strategist
Bloom | Digital Marketing Agency
Montreal, QC
Full-time
En tant que Stratège / Spécialiste SEO Senior, vous jouerez un rôle clé dans l'évolution technique et stratégique du département SEO chez Bloom. Nous recherchons un·e passionné·e de SEO qui…

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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