ATS Automation Tooling Systems
IT Support Technician
Full Job Description
Job Profile:
Position Title: IT Support Technician
Department: Corporate Information Technology
Reports To: Team Lead, IT Client Support
Location: Cambridge, On-site
Job Summary:
The IT Support Technician ensures consistent, cost-effective, quality support for support services, endpoint desktop technology and end user experience for our internal userbase. They will work on all aspects of IT Service Delivery including end user device management, technology selection & purchase, configuration, upgrades, and Tier 1 & 2 Service Desk support.
The successful candidate is a curious and ambitious technology enthusiast who has effective communication skills, multitasking skills, articulation, and attention to detail. They are a customer focused individual who can work independently, but also enjoys collaborative teamwork, complex problem solving, and have a love for desktop computing technologies.
About ATS Corporation:
ATS is an industry-leading automation solutions provider to many of the world’s most successful companies. ATS uses its extensive knowledge base and global capabilities in custom automation, repeat automation, automation products and value-added services, including pre-automation and after-sales services, to address the sophisticated manufacturing automation systems and service needs of multinational customers in markets such as life sciences, food & beverage, transportation, consumer products, and energy. Founded in 1978, ATS employs over 6,000 people at more than 50 manufacturing facilities and over 75 offices in North America, Europe, Southeast Asia, and China. The Company’s shares are traded on the Toronto Stock Exchange under the symbol ATA.
IT at ATS is fast paced and focused on continuous improvement. We leverage leading technologies to drive innovation and diversification from our competitors. Our solutions are rooted in automation and our technology capability is focused to elevate digital connectivity, collaboration, analytics, and self service enablement. Our strategy is to drive global operational excellence and rethink how we deliver services while enabling growth of the organization through technology partnerships with our business segments and customers. ATS IT fosters professional development, digital impacting opportunities, and creative thinking. If you are searching for a career where you can make a digital impact, we want to hear from you!
What You Will Do:
- Evaluate, prioritize, address, and own the lifecycle of incident and service request tickets as they arrive at the support queue while maintaining the appropriate SLAs
- Contribute to our CSI (continued service improvement) & end user experience program, help to build out helpdesk support automation initiatives inclusive of enhancing our chatbot capabilities and contributing to end user training and knowledgebase database
- Develop and maintain positive internal and external relationships while always striving to achieve the highest level of customer service and satisfaction
- IT asset purchasing, tracking, inventory, e-waste and disposal of PC hardware and peripheral equipment (asset lifecycle)
- Provide support for iPhones, tablet devices, telephony, conferencing and communication technologies
- Conference room equipment set up, support and preventative maintenance for TVs, projectors, and other AV equipment
- Configure and deliver software to endpoints, and image our fleet of computers for repairs, evergreening and refreshes, and new onboarding user setups
- Provide support and training for all end-user productivity technologies such as Microsoft365 applications and other collaboration or cloud productivity tools
- Troubleshoot Windows network accounts inclusive of password resets, account lockout, enabling/disabling accounts, computer objects, etc. using Azure AD
- Maintain security posture through computer virus and malware removal and compliance administration
- Printer/photocopier setup, service administration and support requests
- Setup and provide support for virtual machines in VMware horizon client and VMware workstation
- Provide training on the use of VPN and various ATS standard software to new users when required
- Provide after-hour and weekend support as part of an “On-Call” rotation and travel to other local ATS sites and conferences as necessary
- Perform other tasks as required
What We Will Need:
- Post-secondary technology program diploma, or equivalent, specializing in business administration, desktop engineering/support, networking, or information systems
- Industry Standard certifications such as: CompTIA A+, Server+, Network+, MCSE, CCNA, ITIL would be an asset
- 2-4 years of related Service Desk, Endpoint/Desktop Support or End User Services related experience
- Strong knowledge of and experience with ITIL IT Service Management processes inclusive of Incident, Problem, Change, SLM, and Service Desk competencies using ticketing systems such as Jira, ServiceNow, etc.
- Troubleshooting skills for both PC hardware (memory, CPU, power supply, graphics) and software (Active Directory, Office applications, Exchange/E-mail); virtual desktop infrastructure
- Expert knowledge and experience with supporting the latest Windows desktop operating systems
- Working knowledge of Microsoft SCCM/Endpoint Manager and accompanying technologies
- Strong knowledge of iOS & iPhone as well as MDM platforms like InTune
- Expert, hands-on experience with Microsoft 365 cloud technologies and administration
- General experience with network communications knowledge with switches, routers, TCP/IP, wireless, DNS/DHCP
- Experience with printing devices, conferencing and audio/video systems
- Excellent interpersonal and communication skills with ability to interact confidently at multiple organizational levels
- Strong analytical, problem-solving, troubleshooting, and critical thinking skills. Detail oriented and solid organization skills.
- Self-motivation, ability to multi-task in a fast-paced, dynamic environment independently
#LI-Onsite
At ATS, it starts with our People!
We believe the foundation of a great company is having the best team and winning as a team.
- Be a part of a thriving organization that is a global leader in advanced automation solutions
- Collaborate with other bright, talented professionals focused on innovation and continuous improvement
- Discover opportunities for growth within ATS as we strive to develop, engage, empower, and energize our people
- Make an impact and give back to our communities in a meaningful way
- Work in a safe, positive, and inclusive environment where everyone is respected and given the opportunity to do their best
- Enjoy an attractive compensation package including flexible work schedules (where applicable)
- Participate in company sponsored events including BBQs, annual picnics, and holiday parties
And much more!
ATS is in compliance with the Accessibility for Ontarians with Disability Act (AODA), 2005 and will, upon request, assist those who may require specific accommodations due to a personal disability. We would ask that those who require assistance to notify our offices as soon as possible if accommodation is necessary.
To apply for this job please visit ca.indeed.com.