L1 Hero Support Jobs in Ottawa, Ontario, Canada
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Ottawa, Ontario, Canada
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Top Benefits
About the role
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 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’ll handle incoming support requests, troubleshoot user issues, and escalate more complex problems to the L2 team when necessary. 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
- Serve as the first point of contact for clients via phone, email, or ticketing system, ensuring all requests are logged accurately.
- Troubleshoot and resolve common technical issues related to hardware, software, networks, and cloud services.
- Escalate unresolved incidents to the L2 Support Team with clear documentation and communication.
- Maintain excellent customer communication, ensuring users are informed of progress and resolution status.
- Follow established troubleshooting workflows and company best practices.
- Document all interactions, steps, and resolutions in HaloPSA with attention to detail.
- Assist in maintaining and improving the knowledge base and internal documentation.
- 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 customer service role within a technical environment.
- Fluency in English
- French would be considered an important asset
- Basic understanding of Windows, macOS, Office 365, Active Directory, and networking fundamentals.
- Strong troubleshooting and problem-solving skills.
- Excellent communication and customer service abilities with a professional, positive attitude.
- Ability to multitask, prioritize, and stay organized in a fast-paced environment.
- Experience using HaloPSA, N-able, or similar RMM/ITSM tools is an asset.
- A passion for technology and learning — eager to grow and advance within the team.
- Certifications such as CompTIA A+, ITIL, or Microsoft 365 are an asset but not required.
What We Offer
- Total compensation package between $45,000–$60,000, including base pay, benefits, and performance-based incentives.
- Comprehensive benefits package including health and dental coverage, and paid training/certifications.
- Collaborative, on-site work environment with a supportive and friendly team.
- Opportunities for career growth, with mentorship from senior technicians and clear advancement paths.
- Fun, inclusive workplace culture focused on teamwork and continuous improvement.
- The opportunity to work with modern technology in a growing, innovative MSP environment.
Work Schedule
Full-time, Monday–Friday. Occasional evening or weekend work may be required for critical support or project-related tasks.
Our Hiring Process
- Apply online.
- Complete a short personality and aptitude assessment — to help ensure you’re a great fit for our awesome team.
- Show off your personality in a short video interview.
- Meet your and HR leader for a deeper conversation.
- Final chat with your future boss and Management — to make sure we’re the right fit for each other.
- Start your dream job at GAM Tech!
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.
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About GAM Technical Services
GAM Tech is a Canadian Managed Service Provider (MSP) and Cybersecurity company helping businesses simplify technology, strengthen security, and focus on growth. Since 2012, we’ve been delivering proactive, reliable, and people-first IT solutions designed to help organizations thrive in a digital-first world.
Our approach is simple: we manage your technology so you can manage your business. Whether you need complete managed IT support, advanced cybersecurity, or cloud infrastructure management, our experts — known internally as our “Heroes” — are here 24/7 to keep your systems secure, stable, and efficient.
We proudly serve businesses across Vancouver, Victoria, Calgary, Edmonton, Red Deer, Toronto, Ottawa, and Montréal, combining local presence with national reach. From small teams to multi-site operations, we tailor solutions that enhance performance, protect data, and scale with your business.
Our Core Services Include:
- Managed IT Services & 24/7 Help Desk Support
- Cybersecurity Monitoring & Threat Prevention
- Cloud, Microsoft 365 & Google Workspace Management
- Backup, Disaster Recovery & Business Continuity
- IT Consulting, Strategy & vCIO Services
- Network & Endpoint Management
- SOC 2 Compliance Support
We’re more than IT experts — we’re your trusted partner in business growth. Our SOC 2 Type II certification reflects our commitment to data security and trust, while our partnerships with Microsoft, ESET, and Datto ensure best-in-class technology.
At GAM Tech, we believe technology should empower, not frustrate. Every service we deliver is built on our core values: Teamwork, Care, Communication, Accountability, and Positive Attitude.
If you’re looking for a proactive IT partner who protects your business, supports your team, and helps you achieve more — you’ve found the right team.