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 pride ourselves on 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 are looking for an L1 Support Hero to join our team and serve as the first line of defense for IT support. As a critical member of our service desk, you will be responsible for troubleshooting and resolving technical issues, providing excellent customer service, and escalating complex problems when necessary.

Key Responsibilities
- Serve as the first point of contact for clients requiring technical support via phone, email, or ticketing system.
- Diagnose and resolve technical issues related to hardware, software, networks, and cloud services.
- Escalate unresolved issues to L2 support,



ensuring smooth handoff and detailed documentation.
- Provide clear and effective communication with customers, ensuring a high level of satisfaction.
- Follow established troubleshooting processes and company best practices.
- Document all interactions, troubleshooting steps, and resolutions in HaloPSA.
- Assist in maintaining and updating knowledge base articles.
- Work collaboratively with other IT support teams to enhance the overall customer experience.
- Stay up to date with industry trends, tools, and best practices.

Qualifications & Experience
- Fluency in English (native or bilingual level)
- 1+ years of experience in IT support, help desk, or technical support.
- Basic understanding of Windows, MacOS, Office 365, Active Directory, and networking fundamentals.
- Excellent troubleshooting and problem-solving skills.
- Strong communication and customer service skills.
- Ability to multitask and prioritize tasks effectively

📌 Support Hero (Guadalajara)
🏢 GAM Technical Services
📍 Guadalajara