Technical Support Specialist

4 weeks ago


Lévis, Quebec, Canada American Iron & Metal Full time

About the Role

As a Technical Support Agent at American Iron & Metal, you will be responsible for providing high-quality technical assistance and support to internal clients, ensuring their technical needs are met promptly and efficiently.

Key Responsibilities

  • 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
  • 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

About American Iron & Metal

American Iron & Metal is a family-owned company and recognized global leader in the metal recycling industry with more than 125 sites and 4000 employees worldwide.

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.



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