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Technical Support Agent

Technical Support Agent

American Iron and MetalMontréal-Est, Québec, Canada
20 days ago
Job description

Job Description

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 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

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 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.