Level 2 IT Support Technician

Level 2 IT Support Technician - Managed Services

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.

Key Responsibilities 

• Every single day, you will challenge your knowledge and abilities by helping our clients with technology challenges.  
• The essential duties and responsibilities of this role include a combination of the following:  
• Escalated Ticket Resolution: Handle and resolve tickets escalated from Level 1 support, ensuring timely and effective solutions for complex hardware, software, and network issues. 
• Advanced Troubleshooting: Diagnose and resolve advanced technical problems across operating systems (Windows, macOS, Linux), applications, and network infrastructure. 
• User Account Management: Administer user accounts, permissions, and access provisioning using Active Directory and Microsoft 365. 
• System Administration: Perform system administration tasks for servers, storage, network devices, and cloud platforms. 
• Documentation: Create and maintain technical documentation, asset lists, and knowledge base articles for recurring issues and solutions. 
• Mentoring: Support and mentor Level 1 technicians, providing guidance and training on technical issues and best practices.
• IT Projects: Participate in IT projects, including system implementations, upgrades, migrations, and deployments. 
• Vendor Liaison: Coordinate with vendors and partners to resolve technical issues and facilitate service delivery. 
• Remote & On-site Support: Deliver remote and on-site support for hardware, software, and network issues as required.
• Service Management: Adhere to IT service management principles, ensuring high levels of customer satisfaction and compliance with SLAs. 
• On-call Rotation: Participate in weekend and after-hours on-call rotation for urgent support needs. 
• Continuous Improvement: Identify opportunities for process improvement and automation, leveraging standard tools and best practices. 
  

  Technical Skills 

• Proficiency in Windows, macOS, and Linux operating systems. 
• Experience with Active Directory, identity management, and Microsoft 365 administration. 
• Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN, LAN/WAN, Wi-Fi. 
• Familiarity with virtualization technologies (VMWare, Hyper-V). 
• Hands-on experience with ITSM ticketing systems (ServiceNow, Jira Service Management, or similar). 
• Knowledge of remote support tools and mobile device management (MDM). 
• Basic scripting and automation skills (PowerShell, Bash, etc.). 
• Experience with backup management and remote monitoring tools. 

Soft Skills 

• Excellent verbal and written communication skills. 
• Strong customer service orientation and ability to empathize with end users. 
• Analytical thinking and problem-solving abilities. 
• Effective time management, multitasking, and prioritization skills. 
• Attention to detail and commitment to documentation. 
• Teamwork and collaboration with colleagues and clients. 
• Patience and professionalism in high-pressure situations. 

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 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 an onsite chef and gym.
• Stay Connected– 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