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 explicit 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,

📌 Support Hero (Toronto)
🏢 GAM Tech
📍 Toronto