Service Delivery

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

Benefits offered by this job

Health insurance

Dental coverage

Training & certifications

On-site team environment

Job summary

GAM Tech in Ottawa is seeking an enthusiastic L1 Support Hero to join our Service Delivery team as the first line of defense for IT support. You will handle incoming requests, troubleshoot user issues, and escalate complex problems to the L2 team, serving as the first voice customers hear when something is broken.

You will deliver fast, friendly, and effective technical support, communicating clearly and owning each ticket from start to finish.

Qualifications

• 1+ year experience in IT support, help desk, or customer service in a technical environment.
• Strong troubleshooting and problem-solving skills; communicate clearly with customers.
• Fluency in English is required; French is an asset.

Responsibilities

• Serve as the first point of contact for clients via phone, email, or ticketing system, ensuring requests are logged accurately.
• Triage and prioritize incoming tickets against SLAs, escalate urgent issues without delay.
• Maintain excellent customer communication, informing users of progress and resolution status.
• Escalate unresolved incidents to the L2 Support Team with clear documentation and history.

Skills

1+ years IT support experience

Excellent communication

Fluent English

French asset

Troubleshooting

Tools

HaloPSA

N-able

RMM/ITSM tools

Job description

About GAM Tech

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, with our largest team at our Calgary HQ and people in several other provinces.

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 will handle incoming support requests, troubleshoot user issues, and elevate more complex problems to the L2 team when necessary. You are the first voice our clients hear when something is broken, and the person who decides how quickly it gets fixed.

Clear communication and ownership of every ticket you touch are essential for success in this role.

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

Front-Line Service Desk

• 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.

Technical Troubleshooting

• 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.

Security & Compliance

• 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.

Documentation & Continuous Improvement

• 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.

Qualifications & Experience

• 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.

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 and certifications.
• A defined technical growth path from L1 to L2 and beyond, with mentorship from senior technicians.
• Exposure to a modern, security-first stack across a wide range of client environments; you will learn faster here than in a single internal IT department.
• Collaborative, on-site work environment with a supportive and friendly team.
• Fun, inclusive workplace culture focused on teamwork and continuous improvement.

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.