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About the Role
We are looking for an enthusiastic L1 Support Hero to join our Service Delivery team as the first line of defense for IT support. You will handle incoming support requests, troubleshoot user issues, and escalate more complex problems to the L2 team. Your goal is to deliver fast, friendly, and effective technical support.
Responsibilities
- Serve as the first point of contact for clients via phone, email, or ticketing system, ensuring all requests are logged accurately.
- Triage and prioritize incoming tickets against our service level agreements, escalating urgent issues without delay.
- Maintain excellent customer communication, ensuring users are informed of progress and resolution status.
- Escalate unresolved incidents to the L2 Support Team with clear documentation and a full history of what you have already tried.
- Troubleshoot and resolve common technical issues related to hardware, software, networks, and cloud services.
- Support Microsoft 365, Windows, macOS, Entra ID and Active Directory, printing, and end-user connectivity.
- Complete user onboarding and offboarding requests, account changes, and permission updates accurately and on time.
- Follow established troubleshooting workflows and company best practices.
- Handle client data and credentials in line with our SOC2 controls and internal security policies.
- Respond to security alerts and suspicious activity by following documented procedures and escalating promptly to the security team.
- Support multi-factor authentication, endpoint protection, and patching tasks across managed client environments.
- Document all interactions, steps, and resolutions in HaloPSA with attention to detail.
- Assist in maintaining and improving the knowledge base and internal documentation.
- Flag recurring issues and manual tasks that should be fixed at the root or automated.
- 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 a customer service role within a technical environment.
- Basic understanding of Windows, macOS, Microsoft 365, Active Directory, and networking fundamentals.
- Strong troubleshooting and problem-solving skills; you work a problem methodically rather than guessing.
- Excellent communication and customer service skills; you explain technical issues in plain language and keep people updated without being asked.
- Strong personal organization and follow-through; you manage a queue of competing tickets without letting anything go quiet.
- Fluency in English is required; French is considered an important asset.
- Experience using HaloPSA, N-able, or similar RMM/ITSM tools is an asset.
- Certifications such as CompTIA A+, ITIL, or Microsoft 365 fundamentals are an asset but not required.
- A passion for technology and learning; eager to grow and advance within the team.
Skills
- Microsoft 365
- Windows
- macOS
- Entra ID
- Active Directory
- Networking
- HaloPSA
- N-able
- RMM
- ITSM
- CompTIA A+
- ITIL
- Microsoft 365 fundamentals
Location
- Calgary
Work Type
- Full-time
- On-site
Experience Level
- 1+ years
Salary/Compensations
- $45,000 – $60,000 per year
Benefits
- Health and dental coverage
- Paid training and certifications
About the Company
- GAM Tech is a security-first Managed Service Provider (MSP) supporting small and mid-sized businesses across Canada.
- We are SOC2 certified and a Certified B Corporation.
- 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.