L1 Support Hero

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

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 of 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.

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 off-boarding 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

• Competitive salary with performance-based incentives.
• 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.
• A collaborative work environment with a supportive and friendly team.
• Fun, inclusive workplace culture focused on teamwork and continuous improvement.

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.