What are the responsibilities and job description for the L1 Support Hero position at GAM Technical Services?
Job Details
Job Description
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
- 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.
- Experience using HaloPSA, N-able, or similar RMM and ITSM tools is a plus.
- A passion for technology and continuous learning.
- Certifications such as CompTIA A , ITIL, or Microsoft certifications are an asset but not required.
What We Offer
- Competitive salary with performance-based incentives.
- An on-site work environment with a collaborative team.
- 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.
Our Hiring Process for the perfect candidate
- Apply online here
- Complete the online personality and aptitude test sent to you to see if you are a fit with our awesome team
- Complete a video interview to show off your personality and experience.
- Have an interview in person or online with your future boss and our HR leader.
- Have one final interview with our CEO to make sure you like us and we like you.
- Start your dream job!
Additional Comments
We value a diverse and inclusive workplace. Please contact us if you require accommodation during the hiring process, and we can arrange reasonable and appropriate accommodations.
We thank all candidates for their interest; however, only those selected for an interview will be notified.
No phone calls or website inquiries please!
