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 e

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