Technical Customer Support Specialist – Level 1

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…