Technical Support Specialist

2 months ago

Lévis, Quebec, Canada American Iron & Metal Full time

About American Iron & Metal

As a leading global company in the metal recycling industry, American Iron & Metal is committed to excellence and sustainability. With over 125 sites and 4000 employees worldwide, we strive to create a greener future for all.

Our Business

We operate in various business divisions, including 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.

Job Description

We are seeking a highly skilled Technical Support Agent to join our team. As a Technical Support Agent, you will be responsible for providing top-notch technical assistance and support to internal clients, ensuring their technical needs are met promptly and efficiently.

Key Responsibilities

  • Provide high-quality technical assistance and support to internal clients, ensuring their technical needs are met promptly and efficiently.
  • Assist 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.

Requirements

  • 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 (ITIL, CompTIA, Microsoft, Cisco) a plus.
  • Bilingualism.
  • Driving license is required.
  • Availability to work flexible hours, including evenings, weekends, and holidays.

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