L1 Support Hero jobs in United States
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GAM Tech · 2 months ago

L1 Support Hero

positionUnited States
timeFull-time
remoteRemote
seniorityEntry Level
date1+ years exp

GAM Tech is a dynamic and rapidly growing Managed Service Provider (MSP) dedicated to delivering innovative IT solutions. The L1 Support Hero will serve as the first line of defense for IT support, responsible for troubleshooting and resolving technical issues while providing excellent customer service.

ConstructionConsultingFinancial ServicesIndustrialInformation TechnologyManufacturingRetail

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

Qualification

IT support experienceWindowsOffice 365Active DirectoryTroubleshooting skillsHaloPSACustomer service skillsMultitaskingPassion for technologyNetworking fundamentalsMacOSN-ableITIL certificationCompTIA A+Microsoft certificationsCommunication skillsProblem-solving skillsContinuous learning

Required

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
A passion for technology and continuous learning

Preferred

Experience using HaloPSA, N-able, or similar RMM and ITSM tools
Certifications such as CompTIA A+, ITIL, or Microsoft certifications

Benefits

Competitive salary with performance-based incentives.
Opportunities for professional growth and development.
A supportive and dynamic workplace culture.
The chance to work with cutting-edge technology in a fast-paced industry.

Company

GAM Tech

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GAM Tech provides Managed IT, Cybersecurity, Cloud, and Automation services to help businesses stay secure, efficient, and innovative.
dateFounded in 2012
location
Calgary, Alberta, CAN
people-size11-50 employees
web-link
https://www.gamtech.ca

Funding

Current Stage
Early Stage
Company data provided by crunchbase