Intermediate / Senior IT Support Technician (l2/l3)

Intermediate / Senior L2–L3 Support Hero

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 Intermediate / Senior L2–L3 Support Hero — a skilled and motivated IT professional who thrives on solving complex problems and helping others succeed.

In this role, you'll handle advanced technical escalations, lead or assist with projects, and work collaboratively with our team to enhance service delivery, system reliability, and client satisfaction.

Total Compensation Range: $60,000 – $100,000 per year. This range reflects total compensation, including base salary, performance incentives, benefits, and other rewards. Final offers are based on experience, certifications, and technical proficiency.

Key Responsibilities:

• Provide advanced troubleshooting and technical support for escalated IT issues across hardware, software, networking, and cloud environments.
• Serve as a technical escalation point for L1 technicians, offering mentorship and best-practice guidance.
• Perform system administration for Windows Server, Active Directory, Office 365, and virtualization platforms (VMware / Hyper-V).
• Manage and support cloud identity and endpoint management tools such as Azure AD (Entra ID), Intune, and Microsoft Defender.
• Configure and maintain network infrastructure, including firewalls, VPNs, and security protocols.
• Implement and support backup and disaster recovery solutions to maintain business continuity.
• Document solutions, create knowledge base articles, and contribute to internal process improvements.
• Ensure customer satisfaction by delivering prompt, effective, and proactive service.
• Participate in IT projects, such as migrations, system upgrades, and deployments.
• Stay current with emerging technologies, cybersecurity trends, and best practices in the MSP industry.

Our Current Tech Stack Includes: Microsoft 365, Azure AD (Entra ID), Intune, N-able, HaloPSA, Datto, ESET, Cisco Meraki, and Sophos.

Qualifications & Experience:

• 3+ years of hands-on experience in IT support, system administration, or network administration.
• Strong technical skills with Windows Server, Active Directory, Office 365, virtualization (VMware/Hyper-V), and networking.
• Experience with firewalls, VPNs, endpoint protection, and backup solutions.
• Familiarity with Azure AD (Entra ID), Intune, and modern device management preferred.
• Excellent troubleshooting, analytical, and documentation skills.
• Outstanding communication and customer service abilities.
• Proven ability to prioritize tasks and manage multiple projects independently.
• Experience with HaloPSA, N-able, or similar RMM/ITSM tools is an asset.
• Awareness of SOC 2, CIS controls, or other IT compliance frameworks is an advantage.
• Certifications such as CompTIA Network+, Microsoft, VMware, or Cisco are assets but not required.

What We Offer:

• Total compensation package between $60,000–$100,000, including base pay, benefits, and performance-based incentives.
• Comprehensive benefits package with health and dental coverage, RRSP matching, and paid training/certifications.
• Collaborative, on-site work environment with a supportive and passionate team.
• Opportunities for professional growth and advancement.
• Fun, inclusive workplace culture that encourages innovation and personal development.
• The chance to work with cutting-edge technology in a fast-growing MSP.

Work Schedule:

Full-time, Monday–Friday, on-site at our Calgary office. The successful candidate will participate in a rotating on-call schedule for after-hours L1 escalation support, providing coverage for our 24x7 service operations. Occasional weekend or after-hours work may also be required for critical incidents or planned maintenance and project work.

Our Hiring Process:

• Apply online.
• Complete a short personality and aptitude assessment.
• Show off your personality in a brief video interview.
• Meet your future boss and HR leader for a deeper conversation.
• Final chat with our CEO — to make sure we're the right fit for each other.
• 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.