Technical Support Analyst – Level 1
Job No:
RUS4275
Location:
Mississauga
Russel Metals is one of the largest metals distribution companies in North America, with a growing focus on value-added processing. It carries on business in three segments: metals service centers, energy field stores and steel distributors. Its network of metals service centers carries an extensive line of metal products in a wide range of sizes, shapes and specifications, including carbon hot rolled and cold finished steel, pipe and tubular products, stainless steel, aluminum and other non-ferrous specialty metals. Its energy field stores carry a specialized product line focused on the needs of energy industry customers. Its steel distributors operations act as master distributors selling steel in large volumes to other steel service centers and large equipment manufacturers mainly on an "as is" basis.
Reasons to Join Our Team!
- Competitive base salary
- Benefits program
- Pension plan
- Development and Growth Opportunities
- Various incentive and recognition programs
- Bonuses
Reporting to the Manager, User Services, this front-line technical support role is responsible for providing first-level technical support to internal users. In this role you will respond to service requests, triage technical issues, and provide technical guidance to internal business customers, escalating more complex issues as required.
The idea candidate will be very customer-centric, organized, and able to work independently. This is an excellent opportunity for someone seeking to launch or further a young career in IT. New graduates are welcome.
On a day-to-day basis the role will work in the Russel Metals head office (Mississauga, ON), supporting the user community across North America. Additionally, the role may be called upon to provide remote support to internal users located in branches or occasionally travel to provide onsite support.
The role will require scheduled after hours and weekend work on a recurring basis to implement changes and projects that can not be completed during core business hours.
Roles and Responsibilities:
- Respond to user queries via phone, email, chat, or the IT service management solution in a timely and professional manner
- Log and track all incidents and service requests in the IT service management solution
- Provide first-level diagnosis and resolution for hardware, software, network, and application issues
- Escalate unresolved issues to Level 2/3 support teams according to escalation procedures
- Assist with setting up and configuring desktops, laptops, mobile devices, and peripherals
- Support user account management including password resets and access permissions
- Follow up with users to ensure full resolution of issues
- Document troubleshooting steps, solutions, and user feedback
- Maintain knowledge base articles and contribute to continuous service improvement
- Other related duties as assigned.
Qualifications, Knowledge, and Skills:
- 1+ years of experience in an IT support or customer service role (internships or academic experience considered)
- Solid understanding of Windows operating systems
- Strong understanding of Office 365, email clients, and common productivity tools
- Excellent problem-solving and communication skills
- Strong customer service orientation and interpersonal skills
- Ability to work in a team environment and follow established processes
- Post-secondary education in a technical field or equivalent
- Relevant certifications (e.g., CompTIA A+, ITIL Foundation) would be considered an advantage
- Experience with ServiceNow and remote support tools would be considered an advantage
We are an organization that is committed to the principles of Employment Equity which includes maintaining a fair, equitable and diverse workforce. All qualified candidates are encouraged to apply.
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