L1 Hero Support

GAM Tech; Edmonton; On-site; CAD 45,000 - 60,000; Full time

Benefits offered by this job

Health and dental coverage

Paid training/certifications

On-site work environment

Mentorship and career growth

Job summary

GAM Tech is seeking a dedicated L1 Support Hero to join our Service Delivery team in Edmonton. You will be the first point of contact, handling incoming requests, troubleshooting issues, and escalating complex problems to the L2 team.

The role focuses on fast, friendly, and effective technical support to ensure customers feel cared for and confident in our service. The compensation ranges from $45,000 to $60,000 per year, reflecting base pay, incentives, benefits, and other rewards.

Qualifications

• 1+ years of experience in IT support, help desk, or customer service within a technical environment.
• Fluency in English; French is an asset.
• 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 or N-able or similar ITSM/RMM tools is an asset.
• Certifications such as CompTIA A+, ITIL, or Microsoft 365 are assets but not required.

Responsibilities

• Serve as the first point of contact for clients via phone, email, or ticketing system and log requests.
• Troubleshoot and resolve common IT issues related to hardware, software, networks, and cloud services.
• Escalate complex incidents to the L2 team with clear documentation.
• Maintain clear, proactive communication with users about progress and resolution status.
• Follow established troubleshooting workflows and best practices.
• Document interactions, steps, and resolutions in HaloPSA with accuracy.
• Contribute to knowledge base and internal documentation.
• Collaborate with other IT teams to ensure smooth service delivery.
• Stay current with new technologies and IT tools to improve service quality.

Skills

1+ years IT support

Fluent English

French (asset)

Windows

macOS

Office 365

Active Directory

Networking basics

Troubleshooting

Communication

Multitasking

HaloPSA

N-able

Certifications (asset)

Education

CompTIA A+ (asset)

ITIL (asset)

Microsoft 365 certification (asset)

Tools

HaloPSA

N-able

Job description

About 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 elevate 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.

Qualifications & Experience

• 1+ years of experience in IT support, help desk, or customer service role within a technical environment.
• Fluency in English
• French would be considered an important asset
• 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.

What We Offer

• Total compensation package between $45,000–$60,000, including base pay, benefits, and performance-based incentives.
• Comprehensive benefits package including health and dental coverage, and paid training/certifications.
• Collaborative, on-site work environment with a supportive and friendly team.
• Opportunities for career growth, with mentorship from senior technicians and clear advancement paths.
• Fun, inclusive workplace culture focused on teamwork and continuous improvement.
• The opportunity to work with modern technology in a growing, innovative MSP environment.

Work Schedule

Full-time, Monday–Friday. Occasional evening or weekend work may be required for critical support or project-related tasks.

Additional Information

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.

We appreciate all applicants for their interest; however, only those selected for an interview will be contacted. No phone calls or website inquiries, please.