L1 Hero Support

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

Benefits offered by this job

Health benefits

Dental coverage

Training & certs

Mentorship

Job summary

GAM Tech in Ottawa, Ontario is seeking a motivated L1 Support Hero to join the Service Delivery team as the first line of IT support. You will handle incoming requests, troubleshoot user issues, and escalate more complex problems to the L2 team.

The role offers total compensation of $45,000–$60,000 CAD per year with benefits and growth opportunities. Full-time on-site, Monday–Friday, with occasional after-hours for critical tasks. Fluency in English is required; French is a plus.

Qualifications

• 1+ years in IT support or help desk 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.
• Certifications such as CompTIA A+, ITIL, or Microsoft 365 are an asset but not required.

Responsibilities

• Serve as first point of contact via phone, email, or ticketing system.
• Troubleshoot 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.

Skills

IT support

Troubleshooting

Customer service

English fluency

Multitasking

Communication

Education

CompTIA A+

ITIL

Microsoft 365

Tools

HaloPSA

N-able

Job description

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 escrow 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.