Bilingual Level 1 Support Technician Managed Services

📋 Description

• • Be the first friendly voice our 400+ clients across North America hear when their technology hits a snag. As a Bilingual Level 1 Support Technician in our Managed Services division, you’ll own the critical first 15 minutes of every incident—triaging tickets, calming frustrated users, and orchestrating rapid resolutions that keep businesses humming from coast to coast.
• • Master our ticket ecosystem: you’ll juggle 25–40 tickets daily in ConnectWise, ServiceNow, and Jira while maintaining a 95 % first-response SLA. Your bilingual fluency (English/French) ensures every client—whether a Montréal fintech startup or a Vancouver logistics giant—feels heard and valued in their language of choice.
• • Own the full lifecycle of common incidents: password resets, VPN hiccups, Office 365 sync errors, printer mysteries, and endpoint security alerts. You’ll document every step in plain language so Level 2 engineers can jump straight into advanced troubleshooting without re-asking the basics.
• • Become the human bridge between cutting-edge tools and end-users. You’ll translate technical jargon into “how do I fix this before my 2 p.m. meeting?” answers, leveraging remote-control platforms like AnyDesk, TeamViewer, and Intune to deliver fixes in under 10 minutes for 80 % of tickets.
• • Champion proactive support: monitor dashboards for early-warning signs of storage, CPU, or bandwidth spikes across 2,000+ managed endpoints. When you spot a trend, you’ll escalate with a crisp RCA summary that saves clients from surprise outages—and saves us from 3 a.m. wake-up calls.
• • Collaborate in a true team-of-teams model. Daily 15-minute stand-ups with Level 2, Network, and Security pods keep knowledge flowing. You’ll present one “ticket of the day” win to share tribal knowledge, helping everyone level-up while reinforcing Quadbridge’s culture of continuous learning.
• • Influence product decisions. Your frontline insights on recurring pain points feed directly into our monthly service-improvement backlog. Last quarter, Level 1 feedback led to a self-service password-reset portal that cut ticket volume by 18 %—and you could drive the next big win.
• • Grow without limits. After six months, top performers can shadow senior engineers on firewall migrations or Azure AD projects. We’ve promoted 42 % of Level 1 techs internally in the last two years; your career roadmap could lead to Level 2, Team Lead, or even Solutions Architect.
• • Work from anywhere in Canada with rock-solid gear. We ship you a dual-monitor, noise-canceling headset, and ergonomic kit on day one. Our remote-first culture means you can code-switch between English and French from your home office in Halifax or a café in Québec City—no commute required.
• • Thrive in a metrics-driven yet human environment. We celebrate “CSAT of the week” shout-outs in Slack, run monthly trivia nights, and close the quarter with virtual escape rooms. Your ideas shape both our tech stack and our team rituals, ensuring Quadbridge remains the most exciting MSP north of the 49th parallel.