{"id":1158333,"url":"https://alion.io/job/quadbridge-technical-customer-support-specialist-level-1","title":"Technical Customer Support Specialist – Level 1","company":{"id":686755,"name":"Quadbridge","domain":"quadbridge.com","url":"https://alion.io/company/quadbridge","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":88,"open_postings":10,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-26T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vancouver, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":50000,"max":60000,"currency":"USD","period":"year","gross":null,"usd_annual":60000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-23T18:41:20Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-26T23:55:00Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Technical Customer Support Specialist - Level 1\nWho We Are:\nQuadbridge 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.\nWe are Quadbridge. See how we’re building tomorrow’s solutions, together. \nRole Overview\nAs 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. \nThis position reports to the Manager, Managed Services.\nKey Responsibilities:\nClient-Facing Support \nRespond to incoming support requests via phone, email, and ticketing system. \nProvide courteous, professional, and efficient technical support to external and internal clients. \nCommunicate clearly and effectively with non-technical users. \nTechnical Troubleshooting \nDiagnose and resolve Level 1 issues related to desktops, laptops, printers, mobile devices, and basic networking. \nSupport Microsoft 365, Windows OS, and common business applications. \nPerform basic user administration tasks (e.g., password resets, account unlocks, mailbox setup). \nMSP-Specific Operations \nWork across multiple client environments with varying configurations and policies. \nAdhere to SLA timeframes and escalate tickets appropriately based on severity and impact. \nDocument all work performed in PSA tools for billing, compliance, and audit purposes. \nUse RMM tools to monitor systems, deploy scripts, and perform remote troubleshooting. \nProcess & Documentation \nMaintain detailed and accurate ticket notes and client documentation. \nFollow established escalation procedures and contribute to knowledge base articles. \nParticipate in onboarding/offboarding processes for client users. \nQualifications:\nTechnical Skills \nBasic understanding of networking concepts (IP, DNS, DHCP, VPN). \nFamiliarity with Microsoft 365 administration and troubleshooting. \nExperience with Windows 10/11 and common desktop applications. \nExposure to RMM and PSA platforms (e.g., ConnectWise, NinjaOne). \nKnowledge of endpoint security tools and backup solutions. \nSoft Skills \nExcellent verbal and written communication skills. \nStrong customer service orientation and problem-solving mindset. \nAbility to manage multiple tickets and priorities simultaneously. \nHigh attention to detail and commitment to documentation. \nExperience \n1+ years of IT support experience (MSP experience preferred but not required). \nExperience supporting users in a remote or helpdesk environment.Exposure to ticketing systems and SLA-driven workflows. \n\nEducation & Certifications:\nDiploma or degree in Information Technology, Computer Science, or related field. \nIndustry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals are an asset.\nWhy Quadbridge:\nInvest in Your Future - Benefit from our RRSP program to help you plan ahead\nGrow With Us - Take advantage of ongoing professional training and development opportunities.\nComprehensive Coverage - A complete health, dental, life, STD and LTD insurance plan\nTop-Tier Equipment - We provide everything you need to do your best work.\nA Vibrant Workplace - Join us for monthly social and team building events.\nPerks You’ll Love - In our Montreal office, enjoy catered breakfast and lunch and a gym.\nStay Connected - Eligible positions receive a phone allowance to keep you plugged in.\nBring Your Best Friend - Our offices are pet-friendly!\nQuadbridge 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\nWork Schedule:\nMonday to Friday, 8:30 a.m. to 5 p.m.\nFull-time, permanent, Hybrid \nSalary Range: \n$50,000 to $60,000 annually, plus bonus\nApplication Deadline: Applications reviewed on a rolling basis.\nThis posting is for an existing vacancy.","description_format":"text","description_chars":4578,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed IT Services (MSP)","AI Consulting & Integration","IT Resellers & VARs"],"lifecycle":[{"event":"open","at":"2026-09-23T22:32:25Z"}],"liveness":{"score":60,"band":"ok","label":"Likely open","p_open":1,"p_active":0.602,"p_room":1,"age_days":2,"expected_fill_days":30,"reasons":["conf:3","stale_co","win:early","comp:junior"],"computed_at":"2026-09-26T05:45:00Z"},"pay":{"stated_usd_annual":60000,"is_top_pay":false},"html_url":"https://alion.io/job/quadbridge-technical-customer-support-specialist-level-1","json_url":"https://alion.io/job/quadbridge-technical-customer-support-specialist-level-1.json","meta":{"generated_at":"2026-09-27T01:38:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1490,"day_limit":5000,"remaining_today":3510,"minute_limit":60,"resets_at":"2026-09-28T00:00:00Z"}}}