IT Support Technician - Cambridge, Canada - ATS Automation Tooling Systems

ATS Automation Tooling Systems

Verified Company

Cambridge, Canada

1 week ago

Posted by:

Sophia Lee

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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.

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, ewaste 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
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 afterhour 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:

Education:

Postsecondary 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

Experience:

24 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.
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, handson 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, c