Technical Customer Support Specialist – Level 2

Technical Customer Support Specialist – Level 2 Ce poste est également affiché en français. 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 This role reports to the Team Lead- Managed Services. Client-Facing Support · Work across multiple client environments with varying configurations and policies · Act as a Level 2 escalation resource for infrastructure, networking, and security-related incidents · Own tickets end-to-end, including investigation, resolution, documentation, and customer communication · Deliver a high-quality client experience by translating complex technical issues into clear, understandable updates · Ensure SLAs are met through proactive troubleshooting, prioritization, and escalation when required Networking & Security Infrastructure · Troubleshoot and support network infrastructure, including: o LAN/WAN environments o Wi-Fi access points and controllers o VPN connectivity (site-to-site and client VPN) · Support and administer firewalls and security appliances (policy changes, NAT, VPNs, firmware updates, basic threat investigation) · Assist with implementation and support of endpoint and identity security controls, including MFA and conditional access · Identify security risks or misconfigurations and recommend remediation following best practices Systems, Virtualization & Cloud · Support on-premise and virtualized infrastructure, including: o Server and Storage environments o Virtualization platforms o Backup solutions (e.g. Veeam)