bamboohr
L1 Hero Support
GAM Technical Services
Ottawa, CAN
Full-time
Entry · 1+ years experience
Onsite
CAD 45000-60000 yearly / year
Discovered 3 weeks ago
HaloPSAN-ableWindowsmacOSOffice 365Active Directory
Free
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Key Skills for This Role
HaloPSAN-ableWindowsmacOSOffice 365Active Directory
Full Job Posting
About GAM Tech GAM Tech is a dynamic and rapidly growing Managed Service Provider (MSP) dedicated to delivering innovative, secure, and efficient IT solutions.
Our mission is to create fun, success, and innovation for our people and customers.
We live by our core values — Teamwork, Care, Communication, Accountability, and Positive Attitude — to ensure our clients receive the best possible IT support and business solutions.
Position Overview We're looking for an enthusiastic L1 Support Hero to join our Service Delivery team as the first line of defense for IT support.
As a key member of our front-line team, you’ll handle incoming support requests, troubleshoot user issues, and escalate more complex problems to the L2 team when necessary.
Your goal: deliver fast, friendly, and effective technical support that leaves our customers feeling cared for and confident in our service.
Compensation 💰 Total Compensation Range: $45,000 – $60,000 per year This range reflects total compensation, including base salary, performance incentives, benefits, and other rewards.
Final offers are based on experience, technical ability, and certifications.
Key Responsibilities
- Serve as the first point of contact for clients via phone, email, or ticketing system, ensuring all requests are logged accurately.
- Troubleshoot and resolve common technical issues related to hardware, software, networks, and cloud services.
- Escalate unresolved incidents to the L2 Support Team with clear documentation and communication.
- Maintain excellent customer communication, ensuring users are informed of progress and resolution status.
- Follow established troubleshooting workflows and company best practices.
- Document all interactions, steps, and resolutions in HaloPSA with attention to detail.
- Assist in maintaining and improving the knowledge base and internal documentation.
- Collaborate closely with other IT support teams to ensure smooth service delivery.
- Stay current with new technologies, IT tools, and industry best practices to continually improve service quality.
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