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Technical Support Agent

4 weeks ago

Québec, Canada American Iron and Metal Full time

Company Description
**Become a part of AIM’s growing success.**

American Iron & Metal (AIM) is a recognized global leader in the metal recycling industry, with more than 125 site locations and 3500 employees worldwide. We have continued to prosper for the last eight decades (we just celebrated our 86th birthday) thanks to the dedication of our employees and the ongoing trust and support of our customers.

Become part of team AIM, a growing team who has over the years, successfully evolved into a multifaceted company with business divisions that include metal recycling (AIM Recycling), construction waste recycling (AIM Eco-Centre), manufacturing of solder assemblies (AIM Solder), demolition and decommissioning (AIM Delsan) and auto-recycling (Kenny U-Pull). 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**:
**Strategy & Planning**
- Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
- Alert management to emerging trends in incidents.

**Acquisition & Deployment**
- Deploy pre-packaged software as needed using automated deployment tools.
- Assist in software releases and rollouts according to change management best practices.

**Operational Management**
- Assisting in providing Customer Service Agent support when request volumes are high.
- Act as an escalation point for advanced or difficult help requests.
- Build rapport with service desk customers.
- 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.
- Install antivirus software and ensure virus definitions are up to date.
- Install approved software requests manually or using a deployment server
- Test fixes to ensure problem has been adequately resolved.
- Contribute to technician knowledgebase and training as needed.
- Reinforce SLAs to manage end-user expectations.
- Provide suggestions for continual improvement.
- Assemble, image, and configure workstations, laptops and servers according to client specifications and details
- Perform remote and onsite troubleshooting of hardware, software and networking issues for various clients
- Monitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA.
- Create new and follow existing check lists to ensure a consistent result for routine and common tasks within our proactive IT management services
- Proactively access software updates, drivers, knowledge bases and FAQ resources on the Internet/intranet to aid in client tech support problem resolution
- Assist Customer Service Agents with any tech support issues requiring assistance
- Other duties as assigned by upper management.

**Qualifications**:

- DEC in IT related field
- Minimum of 5 years experience in a similar position
- Autonomous, rigorous, and organized
- Excellent knowledge of Ms Windows, Ms Office
- Experience in networks (TCP / IP, VPN etc...), an asset
- Ability to analyze and manage priorities
- Able to work in a team and under pressure
- Very good communicator
- Bilingualism is mandatory
- Driving license is required

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.