📍 Job Overview

• Job Title: Technical Support Agent
• Company: American Iron and Metal
• Location: Hamilton, Ontario, Canada
• Job Type: Full-time
• Category: IT Support
• Date Posted: June 17, 2025
• Experience Level: Intermediate (2-5 years)
• Remote Status: On-site

🚀 Role Summary

• Proactively identify and resolve technical issues to minimize downtime and maximize user productivity.
• Collaborate with cross-functional teams to ensure smooth software deployment and release management.
• Provide exceptional customer service through clear communication and effective problem-solving.
• Document troubleshooting processes and contribute to internal knowledge base to improve service quality.

💻 Primary Responsibilities

• Incident Management: Evaluate recurring incidents, analyze trends, and alert management to emerging problems. Deploy software using automated tools and assist with releases and rollouts following change management practices.
• Desktop Support: Perform on-site or in-person desktop support, including hardware fixes, peripheral delivery, software installation, and antivirus updates. Assemble, image, and configure desktops, laptops, and servers based on client requirements, and support backup, upgrades, and configuration tasks.
• Ticket Management: Monitor the ticketing system to meet SLA targets, document all changes, and follow best practices for consistent service delivery.
• Continuous Improvement: Continuously research solutions, apply industry best practices, and provide suggestions for service improvement as part of a proactive support approach.

🎓 Skills & Qualifications

Education: DEC in an IT-related field

Experience: Minimum 3-5 years in a similar position

Required Skills:

• Networking (TCP/IP, VPN, etc.)
• MS Windows and MS Office
• Strong written and verbal communication skills
• Ability to analyze and manage changing priorities
• Ability to work in a team environment and independently

Preferred Skills:

• Experience with remote diagnostic tools and internal/external knowledge bases
• Familiarity with change management practices and ticketing systems
• Knowledge of hardware and software installation and configuration

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate problem-solving skills through case studies or examples of resolved technical issues.
• Showcase your ability to document troubleshooting processes and contribute to internal knowledge bases.
• Highlight your experience with remote diagnostic tools and knowledge base usage.

Technical Documentation:

• Provide examples of well-documented incident resolution processes, including both successful and unsuccessful troubleshooting actions.
• Showcase your ability to create and maintain up-to-date internal knowledge bases.

💵 Compensation & Benefits

Salary Range: Competitive annual salary (not specified)

Benefits:

• Vacation
• Benefits
• RRSP matching program
• Annual AIM tuition scholarship program up to $8,500 per eligible dependents

Working Hours: 40 hours per week

🎯 Team & Company Context

Company Culture:

• American Iron & Metal (AIM) is a family-owned company and recognized global leader in the metal recycling industry with over 125 sites and 4,000 employees worldwide.
• AIM has 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.
• AIM takes pride in doing good things for the environment to help create a greener, more sustainable future for all.

Team Structure:

• The Technical Support team works closely with various departments, including IT, operations, and management, to ensure smooth software deployment and release management.
• The team is responsible for evaluating recurring incidents, analyzing trends, and providing support during high-volume periods.

Development Methodology:

• AIM follows change management practices for software deployment and release management.
• The team uses remote diagnostic tools and internal/external knowledge bases to identify and resolve technical issues.
• AIM encourages continuous improvement and research of solutions to apply industry best practices and provide suggestions for service improvement.

Company Website: www.aim-global.com

📈 Career & Growth Analysis

Technical Support Agent Career Level:

• The Technical Support Agent role is an intermediate-level position that focuses on incident management, desktop support, and ticket management.
• This role requires strong problem-solving skills, clear communication, and the ability to work both independently and in a team environment.

Reporting Structure:

• The Technical Support Agent reports directly to the IT Manager or a similar role within the organization.
• The team works closely with various departments, including IT, operations, and management, to ensure smooth software deployment and release management.

Technical Impact:

• The Technical Support Agent plays a crucial role in minimizing downtime and maximizing user productivity by proactively identifying and resolving technical issues.
• This role contributes to the overall success of the organization by ensuring that users have access to the tools and resources they need to perform their jobs effectively.

Growth Opportunities:

• As an intermediate-level position, the Technical Support Agent role offers opportunities for career progression into more senior IT roles, such as IT Manager, IT Director, or similar positions.
• Growth opportunities may also include specializing in specific areas of IT, such as networking, software development, or cybersecurity.

🌐 Work Environment

Office Type: On-site, full-time position at 75 Steel City Court, Hamilton, Ontario, Canada

Office Location(s): Hamilton, Ontario, Canada

Workspace Context:

• The Technical Support Agent works in an on-site office environment, collaborating with various departments to ensure smooth software deployment and release management.
• The team uses remote diagnostic tools and internal/external knowledge bases to identify and resolve technical issues.
• The workspace is dynamic and rewarding, with opportunities for professional development and growth.

Work Schedule: 40 hours per week, with the possibility of working during high-volume periods or on-call rotations.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief conversation to assess communication skills and understand the candidate's experience and fit for the role.
2. Technical Assessment: A hands-on assessment to evaluate the candidate's problem-solving skills, knowledge of MS Windows and MS Office, and ability to use remote diagnostic tools and internal/external knowledge bases.
3. On-site Interview: A face-to-face meeting with the IT Manager or a similar role within the organization to discuss the candidate's experience, career goals, and fit for the team.

Portfolio Review Tips:

• Prepare case studies or examples of resolved technical issues, highlighting your problem-solving skills and ability to document troubleshooting processes.
• Showcase your experience with remote diagnostic tools and knowledge base usage.
• Be ready to discuss your approach to continuous improvement and research of solutions to apply industry best practices.

Technical Challenge Preparation:

• Familiarize yourself with MS Windows and MS Office, as well as remote diagnostic tools and internal/external knowledge bases.
• Brush up on your networking knowledge (TCP/IP, VPN, etc.) and be prepared to discuss your experience with hardware and software installation and configuration.
• Practice explaining technical concepts clearly and concisely, as strong communication skills are essential for this role.

ATS Keywords:

• Technical Support
• Incident Resolution
• Software Deployment
• Remote Diagnostics
• Documentation
• Hardware Fixes
• MS Windows
• MS Office
• Networking
• Communication
• Teamwork
• Problem Solving
• Service Improvement
• Training
• Knowledgebase Contribution
• Change Management

🛠 Technology Stack & Web Infrastructure

Support Tools:

• Remote diagnostic tools (e.g., TeamViewer, Remote Desktop)
• Internal/external knowledge bases (e.g., Confluence, SharePoint)
• Ticketing systems (e.g., Jira Service Management, ServiceNow)

Operating Systems:

• MS Windows
• MS Office

Networking:

• TCP/IP
• VPN

Hardware:

• Desktops, laptops, and servers

👥 Team Culture & Values

IT Support Values:

• Proactive incident management and resolution
• Clear and effective communication
• Strong problem-solving skills
• Continuous improvement and research of solutions
• Collaboration with cross-functional teams

Collaboration Style:

• The Technical Support team works closely with various departments, including IT, operations, and management, to ensure smooth software deployment and release management.
• The team uses remote diagnostic tools and internal/external knowledge bases to identify and resolve technical issues.
• AIM encourages continuous improvement and research of solutions to apply industry best practices and provide suggestions for service improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Proactively identifying and resolving technical issues to minimize downtime and maximize user productivity.
• Managing high-volume periods and acting as an escalation point for complex issues.
• Ensuring clear documentation when escalating to technicians or vendors.

Learning & Development Opportunities:

• Continuous research of solutions and application of industry best practices.
• Contributing to the internal knowledgebase and assisting in training efforts.
• Following or creating checklists for repeatable tasks to improve service delivery.

💡 Interview Preparation

Technical Questions:

1. Problem-Solving: Describe a complex technical issue you've faced and how you resolved it. What steps did you take to ensure the issue didn't recur?
2. Communication: Explain a technical concept to a non-technical user. How do you ensure your explanation is clear and easy to understand?
3. Teamwork: Describe a time when you had to collaborate with a cross-functional team to resolve a technical issue. What was the outcome, and what did you learn from the experience?

Company & Culture Questions:

1. Company Fit: How do you see yourself contributing to AIM's mission of creating a greener, more sustainable future?
2. Team Dynamics: How do you approach working in a team environment, and how do you ensure effective communication and collaboration with your colleagues?
3. Career Growth: What are your long-term career goals, and how does this Technical Support Agent role fit into your plans?

Portfolio Presentation Strategy:

• Prepare case studies or examples of resolved technical issues, highlighting your problem-solving skills and ability to document troubleshooting processes.
• Showcase your experience with remote diagnostic tools and knowledge base usage.
• Be ready to discuss your approach to continuous improvement and research of solutions to apply industry best practices.

📌 Application Steps

To apply for this Technical Support Agent position:

1. Submit your application through the application link provided.
2. Tailor your resume to highlight your relevant experience and skills, with a focus on problem-solving, communication, and teamwork.
3. Prepare case studies or examples of resolved technical issues for your portfolio, showcasing your ability to document troubleshooting processes and contribute to internal knowledge bases.
4. Research AIM's mission and values to ensure a strong fit for the company culture.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and IT support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.