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    • 1+ years of experience in IT support, help desk, or customer service role within a technical environment.
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    • This role will bridge the gap between day-to-day user support and foundational infrastructure management.
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    • College Diploma in related field or 3+ years desktop/laptop support experience.
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    • College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years.
    • VoIP Systems (configuration and support).
    • Determines when issues require Tier 3 vendor escalation and coordinates resolution with third party support.
    • Supervise other technical support workers in this group.
    • Provide business systems, network and Internet support to users in response to identified difficulties.
    • Provide business systems, network and Internet support to users in response to identified difficulties.
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    • Experience in technical support or system administration role in a networking/security company or equivalent education.
    • Strong understanding of TCP/IP.
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    • Provide direct technical web and telephone support.
    • Fortinet is looking for an experienced technical support Specialist to join our Burnaby BC office to provide…
    • You would act as the Technical Support Specialist for Burnaby TAC Team to provide exceptional customer service and technical help for our loyal customers.
    • 1+ years in overall IT support experience.
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    • 7+ years of experience in a technical support or system administration role in a networking/security company or equivalent education.
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    • Manage support queues and triage cases to appropriate resources.
    • Minimum 1-2 Years in a customer facing technical support role.
    • Experience working in a customer-facing technical support environment.
    • Monitor support queues and prioritize incidents based on business impact and urgency.
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Job Post Details

L1 Support Hero - job post

GAM Technical Services
Vancouver, BC V6B 3M1
$40,000–$60,000 a year - Full-time
Responded to 75% or more applications in the past 30 days, typically within 1 day.

Job details

Pay

  • $40,000–$60,000 a year

Job type

  • Full-time

Shift and schedule

  • Weekends as needed
  • Evenings as needed
  • Monday to Friday

Location

Vancouver, BC V6B 3M1

Benefits

Pulled from the full job description

  • Dental care

Full 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 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.


Position Overview
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.


Compensation
Total Compensation Range: $40,000 – $60,000 per year
This range reflects total compensation, including base salary, performance incentives, benefits, and other rewards.
Final offers are based on experience, technical ability, and certifications.


Key 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.


Qualifications & Experience
• 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.
• Experience using HaloPSA, N-able, or similar RMM/ITSM tools is an asset.
• A passion for technology and learning — eager to grow and advance within the team.
• Certifications such as CompTIA A+, ITIL, or Microsoft 365 are an asset but not required.


What We Offer
• 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.


Work Schedule
Full-time, Monday–Friday.
Occasional evening or weekend work may be required for critical support or project-related tasks.


Our Hiring Process
1. Apply online.
2. Complete a short personality and aptitude assessment — to help ensure you’re a great fit for our awesome team.
3. Show off your personality in a short video interview.
4. Meet your and HR leader for a deeper conversation.
5. Final chat with your future boss and Management — to make sure we’re the right fit for each other.
6. Start your dream job at GAM Tech!


Additional Information
We value a diverse and inclusive workplace. If you require accommodation during the hiring process, please let us know and we’ll ensure reasonable arrangements are made.

We appreciate all applicants for their interest; however, only those selected for an interview will be contacted.
No phone calls or website inquiries, please.

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