L1 IT Support Hero: Growth Path to L2

GAM Technical Services; Región Centro; Presencial; MXN 180.000 - 240.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Growth path from L1 to L2

Mentorship from senior techs

Modern security-first tech stack

Team-oriented environment

Descripción de la vacante

GAM Tech in Canada-based MSP role offers a Front-Line Service Desk position for L1 IT support. The role handles incoming requests, troubleshoots user issues, and escalates complex problems to L2, with clear ticket ownership and excellent customer communication.

You will support Microsoft 365, Windows, macOS, Entra ID and AD, as well as printing and end-user connectivity, while following SOC2-aligned security practices.

Formación

• 1+ years of IT support or help desk experience within a technical environment.
• Basic understanding of Windows, macOS, Microsoft 365, Active Directory, and networking fundamentals.
• Strong troubleshooting and problem-solving skills; pragmatic, not guesswork.
• Excellent communication and customer service skills; clear, plain-language explanations.
• Good personal organization and queue management; capable of handling multiple tickets.
• Fluency in English; French is an asset.

Responsabilidades

• Serve as the first point of contact for clients via phone, email, or ticketing system and log requests.
• Triage and prioritize tickets, escalate urgent issues promptly to L2.
• Maintain clear communication on progress and resolution status with users.
• Escalate unresolved incidents with documentation and history of attempted fixes.
• Troubleshoot and resolve hardware, software, networks, and cloud issues.
• Support Microsoft 365, Windows, macOS, Entra ID, Active Directory, printing, and connectivity.
• Complete onboarding/offboarding requests and permission updates accurately.

Conocimientos

Customer service

Troubleshooting

Communication

Organization

English fluency

Herramientas

HaloPSA

N-able

Descripción del empleo

GAM Tech in Canada-based MSP role offers a Front-Line Service Desk position for L1 IT support. The role handles incoming requests, troubleshoots user issues, and escalates complex problems to L2, with clear ticket ownership and excellent customer communication.

You will support Microsoft 365, Windows, macOS, Entra ID and AD, as well as printing and end-user connectivity, while following SOC2-aligned security practices.