What are the responsibilities and job description for the L2/3 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 L2/L3 Support Hero to join our team and provide advanced technical support for our clients. This role involves troubleshooting complex issues, implementing solutions, and ensuring a high level of customer satisfaction. As a key part of our technical team, you will be responsible for resolving escalated IT problems, maintaining system reliability, and collaborating with other technical teams to improve service delivery.
Key Responsibilities
- Provide advanced troubleshooting and support for escalated IT issues across hardware, software, networking, and cloud environments.
- Act as a technical escalation point for L1 support, mentoring and guiding team members in best practices.
- Perform system administration tasks, including server management, Active Directory, Office 365, and virtualization (VMware/Hyper-V).
- Work on networking configurations, including firewalls, VPNs, and security protocols.
- Implement and support backup and disaster recovery solutions.
- Document solutions, create knowledge base articles, and contribute to process improvements.
- Ensure customer satisfaction by delivering prompt, high-quality service and proactive solutions.
- Participate in IT projects, including migrations, system upgrades, and deployments.
- Stay up to date with the latest technologies and trends in IT support and cybersecurity.
Qualifications & Experience
- 3 years of experience in IT support, system administration, or network administration.
- Strong knowledge of Windows Server, Active Directory, Office 365, VMware/Hyper-V, and networking.
- Experience with firewalls, VPNs, security protocols, and backup solutions.
- Excellent troubleshooting and analytical skills.
- Strong communication and customer service skills.
- Ability to work independently and handle multiple priorities effectively.
- Experience using HaloPSA, N-able, or similar RMM and ITSM tools is a plus.
- Certifications such as CompTIA Network , Microsoft, VMware, or Cisco 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!
