Service Delivery

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

Benefits offered by this job

Health and dental coverage

Paid training/certifications

On-site collaborative environment

Job summary

GAM Tech in Edmonton is seeking an enthusiastic L1 Support Hero to join our Service Delivery team as the first line of defense for IT support.

You will log requests, troubleshoot hardware, software, networks and cloud services, escalate when needed, document in HaloPSA, and collaborate with other teams to ensure smooth service delivery. This full-time role offers a total compensation package of 45,000–60,000 CAD per year, including benefits, with on-site work.

Qualifications

• 1+ years IT support or help desk experience in a technical environment.
• Fluency in English; French is an asset.
• Familiarity with Windows, macOS, Office 365 and networking fundamentals.

Responsibilities

• Serve as first point of contact for clients via phone, email, or ticketing system.
• Troubleshoot common issues across hardware, software, networks and cloud services.
• Escalate unresolved incidents with clear documentation to L2 team.
• Maintain clear progress updates and communicate with users.
• Follow documented troubleshooting workflows and best practices.
• Record interactions and resolutions in HaloPSA with accuracy.
• Help improve internal knowledge base and documentation.
• Collaborate with IT teams to ensure smooth service delivery.
• Stay up to date with new technologies and tools to improve service quality.

Skills

IT support

Troubleshooting

Customer service

Communication

Multitasking

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.

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.

Our Hiring Process

1. Apply online.
2. Complete a short personality and aptitude assessment — to help ensure you’re a great fit for our awesome team.
3. Show off your personality in a short video interview.
4. Meet your and HR leader for a deeper conversation.
5. Final chat with your future boss and Management — to make sure we’re the right fit for each other.
6. Start your dream job at GAM Tech!

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.