Technical Support Agent II

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! 

• A competitive annual salary, vacation, benefits and a 401K matching program 
• Annual AIM tuition scholarship program up to $8,500 per eligible dependents 
• 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! 

Reporting into the IT Manager, the Tech Support Analyst II will be involved or responsible for the follow:

• You will evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
• You will alert management to emerging trends in incidents.
• You will deploy pre-packaged software as needed using automated deployment tools.
• You will assist in software releases and rollouts according to change management best practices.
• You will act as an escalation point for advanced or difficult help requests.
• You will build rapport with service desk customers ie other American Iron and Metal employee.
• You will record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• You can preform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• You can install antivirus software and ensure virus definitions are up to date and approved software requests manually or using a deployment server
• You can test fixes to ensure problem has been adequately resolved and use remote tools and diagnostic utilities to aid in troubleshooting.
• You can sontribute to technician knowledgebase and training as needed.
• You are able to reinforce SLAs to manage end-user expectations.
• You are able to perform remote and onsite troubleshooting of hardware, software and networking issues for various clients
• You are able to perform support fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and application
• You are reponsible to monitor corporate central ticketing system to ensure timely resolution of tech support issues within client defined SLA.
• You are responsible to document any and all changes to client environments as well as applying the latest industry “Best Practices”
• You are respondible for new and follow existing check lists to ensure a consistent result for routine and common tasks within our proactive IT management services
• You will proactively access software updates, drivers, knowledge bases and FAQ resources on the Internet/intranet to aid in client tech support problem resolution

In order to do the job to the best ability you will:

• DEC in IT related field
• Minimum of 5 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
• Driving license is required