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About the Role

GAM Tech is seeking an enthusiastic L1 Support Hero to join their Service Delivery team. This role serves as the first line of defense for IT support, handling incoming requests, troubleshooting user issues, and escalating complex problems. The primary goal is to deliver fast, friendly, and effective technical support, ensuring customers feel cared for and confident.

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.

Requirements

• 1+ years of experience in IT support, help desk, or customer service role within a technical environment.
• Fluency in English.
• Basic understanding of Windows, macOS, Office 365, Active Directory, and networking fundamentals.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities with a professional, positive attitude.
• Ability to multitask, prioritize, and stay organized in a fast-paced environment.
• Experience using HaloPSA, N-able, or similar RMM/ITSM tools is an asset.
• A passion for technology and learning — eager to grow and advance within the team.
• Certifications such as CompTIA A+, ITIL, or Microsoft 365 are an asset but not required.

Skills

• Windows
• macOS
• Office 365
• Active Directory
• Networking fundamentals
• Troubleshooting
• Problem-solving
• Customer service
• Communication
• HaloPSA
• N-able
• RMM/ITSM tools

Location

• On-site

Work Type

• Full-time

Experience Level

• 1+ years of experience

Education Level

• CompTIA A+ (asset)
• ITIL (asset)
• Microsoft 365 (asset)

Salary/Compensations

• $45,000 – $60,000 per year

Benefits

• Health coverage
• Dental coverage
• Paid training/certifications
• Performance incentives

About the Company

• 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.

Equal Opportunity

• We value a diverse and inclusive workplace. If you require accommodation during the hiring process, please let us know and we’ll ensure reasonable arrangements are made.