Bilingual Level 1 Support Technician – Managed Services

Quadbridge Inc.; Montreal; On-site; CAD 45,000 - 60,000; Full time

Job summary

A fast-growing IT solutions provider is seeking a Bilingual Level 1 Support Technician in Montreal. You will be the first point of contact for client technical issues, providing remote support across various technologies. Ideal candidates have strong communication skills in English and French, and experience in IT support. The role offers professional development, health benefits, and a vibrant workplace culture.

Benefits

Professional training opportunities

Comprehensive health, dental, and life insurance

Onsite chef and gym

Pet-friendly office

Qualifications

• 1+ years of IT support experience, preferably in an MSP environment.
• Experience supporting users in a remote helpdesk environment.
• Basic understanding of networking concepts (IP, DNS, DHCP, VPN).

Responsibilities

• Provide remote support for technical issues reported by clients.
• Respond to incoming support requests via phone, email, and tickets.
• Document all work performed in PSA tools for compliance.

Skills

Excellent verbal and written communication skills in English and French

Strong customer service orientation

Problem-solving mindset

High attention to detail

Education

Diploma or degree in Information Technology, Computer Science

CompTIA A+, Network+, or Microsoft Fundamentals

Tools

Microsoft 365

Windows 10/11

RMM and PSA platforms

Job description

Bilingual Level 1 Support Technician – Managed Services

Join Quadbridge Inc. as a Bilingual Level 1 Support Technician – Managed Services.

Who We Are
Quadbridge is a fast-growing North American IT solutions provider. We empower businesses to navigate complex challenges daily through strong partnerships with leading technology providers and close collaboration with our team and customers.

This Role
As 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).

Key Responsibilities

• Client-Facing Support: Respond to incoming support requests via phone, email, and ticketing system.
• Client-Facing Support: Provide courteous, professional, and efficient technical support to external and internal clients.
• Client-Facing Support: Communicate clearly and effectively with non-technical users.
• Technical Troubleshooting: Diagnose and resolve Level 1 issues related to desktops, laptops, printers, mobile devices, and basic networking.
• Technical Troubleshooting: Support Microsoft 365, Windows OS, and common business applications.
• Technical Troubleshooting: Perform basic user administration tasks (e.g., password resets, account unlocks, mailbox setup).
• MSP-Specific Operations: Work across multiple client environments with varying configurations and policies.
• MSP-Specific Operations: Adhere to SLA timeframes and escalate tickets appropriately based on severity and impact.
• MSP-Specific Operations: Document all work performed in PSA tools for billing, compliance, and audit purposes.
• MSP-Specific Operations: Use RMM tools to monitor systems, deploy scripts, and perform remote troubleshooting.
• Process & Documentation: Maintain detailed and accurate ticket notes and client documentation.
• Process & Documentation: Follow established escalation procedures and contribute to knowledge base articles.
• Process & Documentation: Participate in onboarding/offboarding processes for client users.

Required Skills & Qualifications

• Technical Skills: Basic understanding of networking concepts (IP, DNS, DHCP, VPN).
• Technical Skills: Familiarity with Microsoft 365 administration and troubleshooting.
• Technical Skills: Experience with Windows 10/11 and common desktop applications.
• Technical Skills: Exposure to RMM and PSA platforms (e.g., ConnectWise, NinjaOne).
• Technical Skills: Knowledge of endpoint security tools and backup solutions.
• Soft Skills: Excellent verbal and written communication skills in English and French.
• Soft Skills: Strong customer service orientation and problem-solving mindset.
• Soft Skills: Ability to manage multiple tickets and priorities simultaneously.
• Soft Skills: High attention to detail and commitment to documentation.
• Experience: 1+ years of IT support experience (MSP experience preferred but not required).
• Experience: Experience supporting users in a remote or helpdesk environment.
• Experience: Exposure to ticketing systems and SLA-driven workflows.
• Education & Certifications: Diploma or degree in Information Technology, Computer Science, or related field.
• Education & Certifications: Industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals are an asset.

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.