Technical Customer Support Specialist – Level 3

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 $90,000 **Application Deadline:** Applications reviewed on a rolling basis. *This posting is for an existing vacancy.*