Technical Support Agent

American Iron & Metal (AIM); Montreal; On-site; CAD 45,000 - 75,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Agent, where you will provide exceptional technical assistance to internal clients. In this dynamic role, you will be the go-to person for resolving technical issues, ensuring a smooth user experience. With a focus on professionalism and efficiency, you will engage with executive-level clients, manage incidents, and utilize your problem-solving skills to deliver effective solutions. This innovative firm values its employees and offers a rewarding work environment, making it an ideal place for those passionate about technology and customer service.

Benefits

Group insurance & RRSP program

Company-wide events throughout the year

Free gym on site

Subsidized meal program

Dynamic & rewarding work environment

Qualifications

• 3+ years of experience in technical support roles.
• Strong problem-solving abilities and technical troubleshooting skills.

Responsibilities

• Provide high-quality technical assistance and support to internal clients.
• Record, track, and document the service desk incident-solving process.

Skills

Technical Support

Problem-Solving

Communication Skills

Interpersonal Skills

Bilingualism

Education

DEC or Bachelor's degree in Information Technology

Experience in technical support roles

Tools

ITIL

CompTIA

Microsoft

Cisco

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 and the ongoing trust and support of our customers.

Become part of team AIM, a growing team with an entrepreneurial spirit who has over the years evolved into a successful and multifaceted company with business divisions that 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 take pride in doing good things for the environment to help create a greener, more sustainable future for all.

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

What we offer!

• Competitive salary + other perks
• Group insurance & RRSP program
• Company-wide events throughout the year (BBQ, Holiday party etc.)
• Free gym on site
• Two cafeterias on site (subsidized meal program available)
• Dynamic & rewarding work environment- work on high-impact, meaningful projects while also having fun!

Job Description

As a Technical Support Agent, you will be responsible for providing high-quality technical assistance and support to internal clients, ensuring their technical needs are met promptly and efficiently. You will serve as the primary point of contact for internal clients, offering personalized assistance and maintaining a high level of professionalism at all times.

• Assisting in providing Customer Service support to executive level clients, on a rotational 24/7 schedule
• Alert management to emerging trends in incidents.
• Deploy pre-packaged software as needed using automated deployment tools.
• Assist in software releases and rollouts according to change management best practices.
• Escalate incidents with accurate documentation to suitable technician or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. Assemble, image, and configure workstations, laptops and servers according to client specifications and details
• Test fixes to ensure problem has been adequately resolved
• Meet SLAs to manage end-user expectations
• Monitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA

Qualifications

• DEC or Bachelor's degree in Information Technology, Computer Science, or related field or experience
• 3+ years proven experience in technical support roles
• Excellent communication and interpersonal skills, with the ability to interact professionally
• Strong problem-solving abilities and technical troubleshooting skills
• Ability to work independently and collaboratively in a fast-paced, dynamic environment
• Knowledge in relevant technical areas (e.g., ITIL, CompTIA, Microsoft, Cisco) a plus
• Bilingualism
• Driving license is required
• Availability to work flexible hours, including evenings, weekends, and holidays

Additional Information

American Iron & Metal and its subsidiaries is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, colour, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws.

Although we’d love to be able to speak with everyone that applies, due to the volume of applicants we receive and time constraints, only those selected to move forward will be contacted.

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology

Industries

Utilities