Onsite Tech Support Analyst

European Metal Recycling Ltd.; Camden, Northern (NJ, KY); Hybrid; USD 40,000 - 43,000; Full time

Job summary

EMR USA Metal Recycling is seeking a Product Support Analyst to provide hands-on technical assistance to employees and customers in Camden, NJ, performing troubleshooting across software, hardware, network, and systems while documenting issues in our ticketing system.

The right candidate thrives on helping people, solves problems independently, and communicates clearly with users and teammates. This onsite role pays $29–$31/hour.

Qualifications

• 2–4 years of experience in a Help Desk, Service Desk, or similar environment.
• Ability to meet defined SLAs and manage multiple requests.
• Strong troubleshooting and problem-solving skills; able to work independently.
• Excellent customer service and interpersonal skills.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office and Microsoft 365.
• Ability to work in a fast-paced environment and prioritize requests.
• B1-level French language skills are a plus.

Responsibilities

• Serve as a primary point of contact for technical support through phone, email, Microsoft Teams, and the ticketing system.
• Troubleshoot and resolve software, hardware, network, and system issues using a non-scripted approach.
• Communicate with customers and internal users and provide timely updates based on SLAs.
• Investigate issues, identify root causes, and determine appropriate solutions or workarounds.
• Escalate complex or unresolved issues to the appropriate IT team or department.
• Work closely with other IT teams to resolve technical issues efficiently.
• Document issues, troubleshooting steps, workarounds, and resolutions accurately in the ticketing system.
• Provide users with basic troubleshooting guidance and help them resolve common technical issues.
• Identify opportunities to improve support processes and contribute to team knowledge-sharing.
• Assist with testing software patches, releases, and system changes when needed.
• Assist with implementation and rollout activities.
• Perform other duties as assigned.

Skills

Troubleshooting

Customer service

Communication skills

Teamwork

Attention to detail

Microsoft Office 365

Tools

Ticketing systems

Phone systems

Microsoft Teams

Job description

EMR USA Metal Recycling is seeking a Product Support Analyst to provide hands-on technical assistance to employees and customers in Camden, NJ, performing troubleshooting across software, hardware, network, and systems while documenting issues in our ticketing system.

The right candidate thrives on helping people, solves problems independently, and communicates clearly with users and teammates. This onsite role pays $29–$31/hour.