L1 Support Hero
About The Position
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. We're looking for an enthusiastic Chinese-speaking 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.
Requirements
- 1+ years of experience in IT support, help desk, or customer service role within a technical environment.
- Fluency in Chinese and English
- 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.
- A passion for technology and learning — eager to grow and advance within the team.
Nice To Haves
- Experience using HaloPSA, N-able, or similar RMM/ITSM tools is an asset.
- Certifications such as CompTIA A+, ITIL, or Microsoft 365 are an asset but not required.
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.
Benefits
- Total compensation package between $40,000–$60,000, including base pay, benefits, and performance-based incentives.
- Comprehensive benefits package including health and dental coverage, and paid training/certifications.
- Opportunities for career growth, with mentorship from senior technicians and clear advancement paths.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
