Job Description

Company Description
Become a part of AIM’s growing success. American Iron & Metal (AIM) is a recognized global leader in the metal recycling industry, with more than 125 site locations 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 who has over the years, successfully evolved into a multifaceted company with business divisions that include metal recycling (AIM Recycling), construction waste recycling (AIM Eco-Centre), manufacturing of solder assemblies (AIM Solder), demolition and decommissioning (AIM Delsan) and auto-recycling (Kenny U-Pull). 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!

Strategy & Planning

• Alert management to emerging trends in incidents.

Acquisition & Deployment

• Deploy pre-packaged software using distribution tools and processes as requested by end users.

Operational Management

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, walk up, to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, 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.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Ensure antivirus software is installed and virus definitions are up to date.
• Install approved software requests manually or using a deployment server
• Test fixes to ensure an incident has been adequately resolved.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.

Qualifications
Qualifications

• DEC in IT related field.
• 1-5 years of experience in a similar position.
• Autonomous, rigorous, and organized.
• Excellent knowledge of Ms Windows, Ms Office.
• Knowledge in networks (TCP / IP, VPN etc ...)
• Ability to analyze and manage priorities.
• Able to work in a team and under pressure.
• Very good communicator.
• Bilingualism is mandatory.
• Driving license not required for this role but nice to have.

Certifications (not required but an asset to be considered for promotion)

• CompTIA A+, Network +, Security + Microsoft.
• ITIL Foundations.

Knowledge & Experience

• Knowledge of basic computer hardware.
• Experience with desktop and server operating systems.
• Experience with various software used in business environment.
• Experience with Remote Control Software.
• Experience with troubleshooting printers, scanner and various other. peripherals remotely.
• Experience with troubleshooting and supporting mobile devices iPhone, iPad, Android.
• Working knowledge of a range of diagnostic utilities
• Familiarity with the fundamental principles of ITIL
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
• Strong documentation skills.
• Bilingual French and English required.

Technical Knowledge

• Active directory, TCP/IP, DHCP, DNS,VPN.
• Deployment technologies (PC images, application).
• Knowledge of O365.
• Experience working with, Windows OS in a business environment.
• Experience working with Microsoft Office Suite.
• Ability to install, configure, administer and troubleshoot a wide range of desktop hardware and software.
• Experience with Remote Control Team viewer, remote desktop, Ivanti remote desktop.
• Experience with troubleshooting printers, scanner and various other peripherals
• Experience with troubleshooting and supporting mobile devices iPhone, iPad, Android, etc

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.