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Added 19 mins ago
Senior Manager, Tax
Federated Co-operatives Limited
Saskatoon, SK
Full-time
Federated Co-operatives Limited (FCL) is hiring a Senior Manager, Tax on a permanent full-time basis within our Finance team. This position is a hybrid opportunity and is based in…
Added 20 mins ago
Manager / Senior Manager, AI Model Risk Oversight & Challenge
Manulife
Toronto, ON · Waterloo, ON · Montreal, QC · Halifax, NS
Full-time
Manulife is seeking an experienced Manager / Senior Manager, AI Model Risk Oversight & Challenge, to provide independent second-line oversight and effective challenge of AI model risk…
Added 48 mins ago
Senior Manager Trust Accounting
Collabera
Toronto, ON · Etobicoke, ON
$115,000 to $130,000 USD / year
Full-time
The Senior Manager, Trust Accounting will lead a global team responsible for trust accounting operations, reconciliations, controls, governance, and compliance oversight supporting Cliet’s…
Added 1 hour ago
Compliance Manager, Regulatory Complaints - 6 Month Contract (Possible Extension)
RBC
Toronto, ON · Vancouver, BC
Full-time
The Compliance Manager on the Regulatory Complaints, Investigations and Inquiries (RCII) team will primarily be responsible for complaint management and investigation related to Royal…
Added 1 hour ago
Information Technology Audit Senior Associate (Bilingual FR/EN)
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Montreal, QC
Full-time
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Added 1 hour ago
Technical Customer Support Specialist – Level 3
Quadbridge
Vancouver, BC
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,…
Added 1 hour ago
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Manager / Senior Manager, AI Model Risk & Operational Risk Oversight, Global Risk
Manulife
Toronto, ON · Waterloo, ON · Montreal, QC · Halifax, NS
Full-time
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Senior Environmental Scientist
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AECOM is seeking an experienced Senior Environmental Scientist/Project Manager to join our growing Western Canada remediation team in Whitehorse, Yukon. Reporting to the Faro Mine Project…
Added 1 hour ago
Information Technology Audit Senior Associate (Bilingual FR/EN)
Pwc Canada
Montreal, QC
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…in optimising control activities, organisational strategy, and policies and procedures. You’ll conduct transaction testing, perform readiness assessments, and leverage various technical…
Added 1 hour ago
Risk Analyst
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IT Analyst will support the Senior Manager – IT Risk and the IT Risk team in ensuring IT Risk, compliance and IT Risk framework is adhered to.
Added 1 hour ago
Controller & Director, Corporate Services
Elby Professional Recruitment
London, ON
$90,000 to $125,000 CAD / year
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Our client is a well-established not-for-profit organization with a strong community presence and a meaningful mission. They are seeking a Controller & Director, Corporate Services to join…
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Project Manager
Tata Consultancy Services
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$100,000 to $130,000 CAD / year
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Senior IT Auditor
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Reporting to the Manager, IT, Cyber and Transformation Audit, you will be responsible for executing risk-based technology audits and transformation assurance engagements that provide…
Added 2 hours ago
Actuarial Specialist, Auto Pricing
TD
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Added 2 hours ago
Finance Manager-Corporate Consolidations
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Senior Manager, AML Investigations - Canadian Banking
Scotiabank
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Added 2 hours ago
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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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