IT Support Technician at ATS Corporation

JOB PROFILE

Position Title: IT Support Technician
Department: Corporate IT
Reports To: Manager, IT Operations and Technology Services

ATS CORPORATION | OVERVIEW

ATS Corporation is an industry-leading automation solutions and technology provider to many of the world's most successful companies. Using extensive knowledge and global capabilities in custom and repeat automation, automation products and value-added solutions including pre-automation and after-sales services, ATS businesses address the sophisticated manufacturing automation and service needs of multinational customers in markets such as life sciences, transportation, food & beverage, consumer products, and energy. With a dynamic culture that is bolstered by driven employees and the ATS Business Model (ABM), ATS companies are united by a shared purpose of creating solutions that positively impact lives around the world. Founded in 1978, ATS employs over 7,000 people at more than 65 manufacturing facilities and over 85 offices in North America, Europe, Southeast Asia and Oceania. The Company's common shares are traded on the Toronto Stock Exchange and the NYSE under the symbol ‘ATS’.

The successful candidate is a curious and ambitious technology enthusiast who has great communication and articulation skills, and attention to detail. They are a customer focused individual who enjoys collaborative teamwork, complex problem solving, and has a love for desktop computing technologies. The role requires consistent, cost-effective, quality support of all company endpoints and services. Responsible for all aspects of end user device management including technology selection & procurement, configuration, upgrades and Tier 2 (client support) and 3 (vendor level) Service Desk support. Occasional support for Executive leadership team.

SPECIFIC RESPONSIBILITIES

• Act as first point of contact for day to day on-site deskside and remote support for any computer hardware or software request and break/fix tickets.
• Evaluate, prioritize, and address tickets as they arrive in the Client Support ticket queue while maintaining the appropriate SLAs. Escalate and reassign issues to responsible teams when out of scope for client support team.
• Develop and maintain positive relationships (internal and external) while always striving to attain the highest level of customer service and satisfaction.
• Use Microsoft SCCM & Endpoint Manager to build and deliver software and patches to all endpoints, and image our fleet of computers for repairs, evergreening and computer refreshes, and new onboarding user setups.
• Configure computers with commonly used software products such as Windows 11, Office 365 applications, SolidWorks, VPN client, Adobe suite, and other related engineering software.
• Provide support and administration for iOS mobile and smart devices, telephony, conferencing and communication technologies.
• Provide support and training for all end-user productivity technologies such as Microsoft 365 applications and other collaboration productivity tools.
• Conference room equipment setup, support and preventative maintenance for TVs, projectors, and other AV equipment.
• Troubleshooting of Windows network accounts inclusive of password resets, account lockout, enabling/disabling accounts using Azure AD.
• IT asset purchasing, tracking, inventory, e-waste and disposal of PC hardware and peripheral equipment.
• Computer virus and malware removal and administration.
• Printer/photocopier setup, service administration and support requests.
• Assist in setting up and providing support for virtual machines in VMware horizon client and VMware workstation.
• Provide basic training on the use of VPN and various ATS standard software to new users when required.
• Occasional high level specialized support for executive leadership team.
• Contribute towards the internal knowledge database (Confluence) to allow team members to utilize the necessary resources to troubleshoot problems.
• Remain current in ATS client technologies and IT industry trends and best practices.
• Provide after-hour and weekend support as part of an “On-Call” rotation and travel to other ATS sites and training conferences as deemed necessary.
• Perform other tasks as required.
• Adhere to all health and safety rules and procedures.

QUALIFICATIONS

Education:

• 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.

Experience:

• 2-3+ years of related Service Desk, Desktop Support, End User Services or System Administration related experience
• 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 the supporting latest Windows desktop operating systems
• Developing knowledge of PowerShell scripting, GPO, Microsoft SCCM/Endpoint Manager (creating and updating deployment packages, ensuring system compliance, management and monitoring of software distribution), Intune or similar technologies.
• Knowledge of iOS & iPhone as well as MDM platforms would be an asset.
• Hand-on experience with Microsoft 365 technologies and administration
• General network communications knowledge with switches, routers, TCP/IP, wireless, DNS/DHCP.
• Experience with printing and audio/video systems would be an asset.
• Excellent interpersonal and communication skills with ability to interact confidently at multiple organizational levels.
• Good analytical, problem-solving, troubleshooting and critical thinking skills.
• Detail oriented and strong organization skills.
• Self-motivation, ability to multi-task in a fast-paced, dynamic environment.

#LI-On-site

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.

Why Join ATS?

• 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)
• 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