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 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 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.

**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 3-4 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 an asset

Driving license is required

Additional Information
**What we offer**:

- Full time, permanent position
- A competitive hourly rate, vacation, benefits and RRSP
- The tools and support needed to be successful in your career and professional development.
- A dynamic & rewarding work environment that is also a lot of fun