L1 Support Hero

GAM Technical Services • Ottawa, ON

1d • CA$40,000 - CA$60,000 • Onsite

About The Position

We're looking for an enthusiastic French-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 French 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed