Executive Technical Support Agent

**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

As a Technical Support Agent specializing in Executive Support, you will be responsible for providing high-quality technical assistance and support to executive-level clients, ensuring their technical needs are met promptly and efficiently. You will serve as the primary point of contact for executive-level customers, 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
- Act as an escalation point for advanced or difficult help requests from other TSAs
- 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.
- Other duties as assigned by upper management.

**Qualifications**
- Bachelor's degree in Information Technology, Computer Science, or related field or experience
- 7+ years proven experience in technical support roles, with a focus on executive-level support preferred
- Excellent communication and interpersonal skills, with the ability to interact professionally with executive-level clients
- 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.