Level 2 Support- Managed Services

at  Quadbridge

Position: Level 2 Support- Managed Services
About Quadbridge: Quadbridge is one of the fastest-growing tech companies in Canada.
Our Why. Our Purpose: We exist to drive success through technology.
What we do: We deliver scalable technology solutions with agility and responsiveness.
Our Team: We are a team of dynamic and autonomous entrepreneurs, that are passionate about new technologies and helping our clients reach the full potential of their businesses by providing them with solutions tailored specifically for their needs. This team is our DNA and forms a family who share the same values and objectives.
Job Description
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:

• Provide a first class client experience with timely, accurate and efficient delivery on all projects and technical support, ensuring complex challenges are resolved in a simplified manner
• Receive, log and manage client tickets in a pro-active manner to ensure service levels are met and issues are escalated appropriately
• Maintain consistent, accurate and current documentation and asset lists for client environments
• Take full accountability and ownership of projects and tickets, ensuring proper planning, execution and follow up, with timely communication throughout
• Participate in weekend and after-hours “on-call” rotation
• Utilize Quadbridge’s ticketing and time entry system for client billing, time tracking and expense entries, including details on work performed to ensure effective communication between team members
• Continuously update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks and participating in professional organizations
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• To escalate internally and with partners when required to implement the best solution in the most efficient manner
• Complete implementation, assessment, remediation and deployment projects involving server, storage and network infrastructure and end user devices
• To provide remote technical support; answering support queries via phone or email
• To provide on-site service of hardware, software and network issues when required
• Utilize 365 for creating user accounts, resetting passwords, creating groups etc.
• Learn and use Quadbridge’s standard tools including but not limited to our ticketing system, remote monitoring and management tools, backup management tools with a focus on automation and efficiency

What will you bring to the team?

• Minimum 3 years’ experience in the areas of Windows operating systems, 365 Administration, Virtualization (VMWare) LAN/WAN, Wi-Fi and VPN
• Experience working in a Managed Service Provider (MSP) environment, supporting multi-location or multi-customer environments
• Critical thinking capabilities to troubleshoot and resolve complex operating system, software and hardware challenges
• Strong verbal and written communications skills
• Ability to multi-task, prioritize, and manage time effectively
• Valid Driver’s License and a car
• Strong team player
• Nice to have:
• ITIL training/experience
• Professional IT certifications (Microsoft, etc.)

What Quadbridge has to offer:

• Competitive compensation package.
• Extended health and dental coverage after successful completion of the probationary period (3 months).
• Virtual healthcare services through our collective insurances after successful completion for the probationary period.
• We encourage collaboration, continuous learning and personal and professional development for each of our employees.
• We encourage autonomy and accountability.

Quadbridge is committed to fostering a diverse and representative workforce and an inclusive work environment where all employees are treated equally. We make sure to respect the same equity with candidates during the full-cycle of recruitment

• Provide a first class client experience with timely, accurate and efficient delivery on all projects and technical support, ensuring complex challenges are resolved in a simplified manner
• Receive, log and manage client tickets in a pro-active manner to ensure service levels are met and issues are escalated appropriately
• Maintain consistent, accurate and current documentation and asset lists for client environments
• Take full accountability and ownership of projects and tickets, ensuring proper planning, execution and follow up, with timely communication throughout
• Participate in weekend and after-hours “on-call” rotation
• Utilize Quadbridge’s ticketing and time entry system for client billing, time tracking and expense entries, including details on work performed to ensure effective communication between team members
• Continuously update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks and participating in professional organizations
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• To escalate internally and with partners when required to implement the best solution in the most efficient manner
• Complete implementation, assessment, remediation and deployment projects involving server, storage and network infrastructure and end user devices
• To provide remote technical support; answering support queries via phone or email
• To provide on-site service of hardware, software and network issues when required
• Utilize 365 for creating user accounts, resetting passwords, creating groups etc.
• Learn and use Quadbridge’s standard tools including but not limited to our ticketing system, remote monitoring and management tools, backup management tools with a focus on automation and efficienc