Technical Support Agent - Montréal, Canada - American Iron and Metal

American Iron and Metal

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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
Companywide 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, you will be responsible for providing high-quality technical assistance and support to internal clients, ensuring their technical needs are met promptly and efficiently.

You will serve as the primary point of contact for internal clients, 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
Alert management to emerging trends in incidents.
Deploy prepackaged 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 incidentsolving 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 handson 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 enduser expectations.
Monitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA.

Qualifications

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 problemsolving abilities and technical troubleshooting skills
Ability to work independently and collaboratively in a fastpaced, 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.