Technical Support Agent

American Iron and Metal; Hamilton; On-site; CAD 50,000 - 70,000; Full time

Job summary

Join a dynamic team at a global leader in metal recycling as an IT Support Specialist. You will be responsible for evaluating incidents, deploying software, and providing desktop support while contributing to a rewarding work environment. At American Iron and Metal, your career development and professional growth are prioritized with great benefits.

Benefits

Competitive annual salary

Tuition scholarship program up to $8,500

RRSP matching program

Dynamic work environment

Qualifications

• Minimum 3-5 years experience in similar position.
• Strong written and verbal communication skills.
• Ability to analyze and manage changing priorities.

Responsibilities

• Evaluate recurring incidents and prevent future issues.
• Provide on-site desktop support and hardware fixes.
• Monitor ticketing system to meet SLA targets.

Skills

Problem Solving

Communication

Teamwork

Remote Diagnostic

Education

DEC in IT related field

Tools

MS Windows

MS Office

TCP/IP

VPN

Job description

Company Description

American Iron & Metal (AIM) is a family-owned company and recognized global leader in the metal recycling industry with more than 125 sites and 4000 employees worldwide. We have continued to prosper for the last eight decades thanks to the dedication of our employees andthe ongoing trust and support of our customers.

Become part of team AIM, a growing team with an entrepreneurial spirit who has over the yearsevolved into a successful and multifaceted company with business divisions that include metalrecycling, decommissioning and demolition, auto-parts sales and recycling, manufacturing ofsolder assemblies, construction waste recycling, and production of customized industrial andmining products.

We take pride in doing good things for the environment to help create a greener, moresustainable 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 both successful and unsuccessful troubleshooting actions
• Use remote diagnostic tools and internal/external 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 consistent service delivery
• Contribute to the internal knowledgebase, assist in training efforts, and follow or create checklists for repeatable tasks
• Continuously research solutions, apply industry best practices, and provide suggestions for service improvement 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 3-5 years experience in a similar position
• You have experience in networks such as TCP/ID, VPN, etc.
• You have knowledge of MS Windows and MS Office
• You have the ability to analyze and manage changing priorities
• You have strong written and verbal communication skills
• You are able to work in a team environment and on your own

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 dependents
• The tools and support needed to be successful in your career and professional development
• A dynamic & rewarding work environment that is also a lot of fun!