L1 IT Support Hero — Fast, Friendly Help & Growth

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

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.