Technical Customer Support Specialist – Level 3

Technical Customer Support Specialist - Level 3

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

The Technical Customer Support Specialist - Level 3, Contemporary Work, Data & AI is a senior escalation resource within Managed Services. The role owns complex incidents and service requests, leads technical problem solving across Microsoft cloud and hybrid environments, and provides advanced guidance to Level 1 and Level 2 technicians.

This position is primarily focused on Modern Work technologies, including Microsoft 365, Microsoft Entra ID, Intune, Teams, SharePoint, OneDrive, Exchange Online, Microsoft Defender, and Microsoft Purview. The successful candidate will also bring at least one year of practical experience in data and AI management or AI agent creation, helping clients adopt automation and AI responsibly, securely, and effectively.

This position reports to the Manager, Managed Services.

Key Responsibilities :

Senior Escalation and Client-Facing Support

- Act as the Level 3 escalation point for complex Modern Work, identity, security, cloud, endpoint, collaboration, data, and AI-related incidents. Own complex tickets end to end,



including investigation, root cause analysis, remediation, validation, documentation, and customer communication.
- Lead major or high-impact technical investigations, coordinate internal and vendor resources, and provide clear executive-ready updates when required. Translate complex technical findings into practical recommendations for both technical and non-technical stakeholders.
- Support SLA commitments through sound prioritization, proactive communication, and timely escalation while identifying recurring issues and contributing to problem management, permanent corrective actions, and service improvement plans.

Modern Work and Microsoft Cloud

- Administer, troubleshoot, optimize, and secure Microsoft 365 services, including Exchange Online, Teams, SharePoint Online, OneDrive, Microsoft 365 Apps, Microsoft Entra ID, Conditional Access, multifactor authentication, role-based access, enterprise applications, and identity lifecycle controls.
- Lead endpoint management and security activities using Microsoft Intune, Windows Autopilot, compliance policies, configuration profiles, application deployment, device lifecycle management, and Microsoft Defender capabilities across identities, endpoints, email, applications, and cloud services.
- Apply Microsoft Purview controls, assess Microsoft 365 tenant health, configuration,



licensing alignment, and security posture, and recommend practical improvements based on client needs.
- Plan and execute complex tenant changes, migrations, integrations, and remediation activities with appropriate testing, change control, rollback planning, and documentation. Provide advanced support for hybrid identity, Windows Server, Active Directory, DNS, networking, virtualization, backup, and Azure services when required to resolve Modern Work issues.

Data, AI Management and AI Agent Creation

- Create, configure, test, deploy, monitor, and improve AI agents or copilots using approved enterprise platforms such as Microsoft Copilot Studio, Azure AI services, Power Platform, or equivalent technologies. Connect AI solutions to approved organizational data sources while applying access controls, data classification, privacy, security, and governance requirements.
- Support data preparation, knowledge-source management, prompt and instruction design, grounding, workflow automation, testing, quality validation, monitoring, permissions review, adoption tracking, and continuous improvement for AI solutions.
- Help establish repeatable standards for AI agent lifecycle management, including intake, design, testing, release, monitoring, change control, documentation, retirement, support procedures, escalation paths, and known limitations.
- Partner with clients and internal teams to identify responsible automation and AI opportunities that improve service delivery, knowledge access, customer experience, and operational efficiency.

Technical Leadership, Process and Continuous Improvement

- Mentor Level 1 and Leve

📌 Technical Customer Support Specialist – Level 3 (Vancouver)
🏢 Quadbridge
📍 Vancouver