Technical Support Agent

American Iron & Metal (AIM); Hamilton; On-site; CAD 50,000 - 70,000; Full time

Job summary

American Iron & Metal (AIM) is seeking an IT Support Specialist to join their team in Hamilton. The role requires evaluating incidents, providing technical support, and managing documentation. Preferred candidates will have a DEC in IT and 3-5 years of relevant experience. AIM offers competitive salary, benefits, and opportunities for career development.

Benefits

Competitive annual salary

Vacation and benefits

RRSP matching program

Annual tuition scholarship program up to $8,500

Dynamic and rewarding work environment

Qualifications

• Minimum 3-5 years experience in a similar position.
• Experience with networks such as TCP/IP and VPN.

Responsibilities

• Evaluate recurring incidents and analyze trends.
• Provide on-site desktop support and troubleshoot issues.
• Monitor the ticketing system to meet SLA targets.

Skills

Network management

Troubleshooting

Technical documentation

Remote desktop support

Communication

Education

DEC in IT-related field

Tools

MS Windows

MS Office

Job description

Company Description

American Iron & Metal (AIM) is a family-owned company and a recognized global leader in the metal recycling industry with more than 125 sites and 4,000 employees worldwide. We have prospered for the last eight decades thanks to the dedication of our employees and the ongoing trust and support of our customers.

Become part of Team AIM, a growing team with an entrepreneurial spirit that has evolved into a successful and multifaceted company. Our business divisions include metal recycling, decommissioning and demolition, auto-parts sales and recycling, manufacturing of solder assemblies, construction waste recycling, and production of customized industrial and mining products.

We pride ourselves on doing good for the environment to create a greener, more sustainable future for all.

It’s simple; we do it right. We AIM for excellence.

Job Description

What you’re responsible for:

• Evaluate recurring incidents, analyze trends, and alert management to emerging problems to proactively prevent future issues.
• Deploy software using automated tools and assist with releases and rollouts following change management practices.
• Provide support during high-volume periods, act as an escalation point for complex issues, and ensure clear documentation when escalating to technicians or vendors.
• Track and document the entire incident resolution process, from initial report to final resolution, including troubleshooting actions.
• Use remote diagnostic tools and knowledge bases to identify and resolve technical issues.
• Perform on-site or in-person desktop support, including hardware fixes, peripheral delivery, software installation, and antivirus updates.
• Assemble, image, and configure desktops, laptops, and servers based on client requirements, and support backup, upgrades, and configuration tasks.
• Monitor the ticketing system to meet SLA targets, document all changes, and follow best practices for service delivery.
• Contribute to the internal knowledge base, assist in training efforts, and create checklists for repeatable tasks.
• Continuously research solutions, apply industry best practices, and suggest service improvements as part of a proactive support approach.

Qualifications

To join our team:

• You have a DEC in an IT-related field.
• You have a minimum of 3-5 years experience in a similar position.
• You have experience with networks such as TCP/IP, VPN, etc.
• You have knowledge of MS Windows and MS Office.
• You have the ability to analyze and manage changing priorities.
• You possess strong written and verbal communication skills.
• You are able to work independently and in a team environment.

Additional Information

What we offer:

• A competitive annual salary, vacation, benefits, and a RRSP matching program.
• Annual AIM tuition scholarship program up to $8,500 per eligible dependent.
• The tools and support needed for your career development.
• A dynamic and rewarding work environment that is also fun!