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ATS Company:  ATS Automation Tooling Systems
Requisition ID:  5324
Location: 

Cambridge, ON, CA, N3H 4R7

Date:  Nov 10, 2021

IT Support Technician

Job Description

 

Position Title:  IT Client Support Technician

Department:  Corporate IT

Reports To:  IT Client Support Manager

 

Job Summary:

To ensure consistent, cost effective support of client side devices and services. Works on all aspects of the client device management including technology selection, configuration, upgrades and Tier 2 (client support) and 3 (vendor level) help desk support.  Provide technical support for the implementation of the ATS Information, Networking, and Communications systems.

Responsibilities

 

  • Develop and maintain positive customer (internal and external) relationships while always striving to attain the highest level of Customer Service and Satisfaction.
  • Provide onsite and telephone support for computer hardware and telephone systems used at CSD.
  • Provide support for Microsoft operating systems and applications, and other ATS standard software packages.
  • Administer, and provide onsite and local telephone support, including maintenance and upgrades to workstations, wiring topology, printers and print servers.
  • Administer and support the network communication system used for customer support and software updates.
  • Specify and/or recommend computer equipment and software required for new users.
  • Provide basic training on the use of the network and the ATS standard software packages to new users, as well as providing support to users specific issues of using software packages when required.
  • Implement strategies and infrastructure enhancements that will improve the reliability, integrity, security, and performance of client side devices and services
  • Communicate opportunities for improved leveraging of hardware, software, and support resources including standardization. 
  • Ensure appropriate provisioning of all client device administration functions including operating systems, utilities, emulators and other related client side application software in accordance with business requirements.
  • Ensure client side systems are designed for optimum performance, cost, resilience and system effectiveness
  • Ensure that appropriate client side device security safeguards are designed, implemented and periodically validated.
  • Ensure all system problems are tracked and logged in accordance with problem management procedures. Participate in trend identification and root cause analysis and correction.
  • Ensure all client side device technologies are well researched, tested, and documented prior to implementation in a production environment.
  • Manage client side software installation, upgrades, patches, and problem fixes
  • Ensure proper registration of license keys and licensing compliance, participate in auditing of client licensing.
  • Ensure that client device security is maintained in accordance with corporate security policies.  Participate in security compliance reviews.
  • Manage all system changes including testing, scheduling, and production implementation in compliance with the approved change control process
  • Ensure client devices are sized and configured in accordance with standards and client requirements.
  • Ensure that all operational and service level objectives are monitored and achieved.
  • Co-ordinate problem resolution with other IT support teams (eg. Business Systems, Corporate infrastructure) to ensure timeliness.
  • Remain current in ATS client technologies and IT industry trends and best practices.
  • Ensure that all business activities are performed with the highest ethical standards and in compliance with the ATS Code of Business Conduct.
  • As required, 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.
  • Provide backup support for the Network and Systems Administration areas as required and participate in resolving critical incidents and emergency changes.
  • Perform other tasks as assigned by management.
  • Adhere to all health and safety rules and procedures.
     

Requirements

 

Education:

  • A post-secondary technology diploma, or equivalent, specializing in computers, networking or information systems.
  • Industry Standard certifications such as: CompTIA A+, Server+, Network+, MCSE, CCNA would be an asset.

 

Requirements:

  • 1-2 years related desktop support experience
  • Hand-on Experience with Microsoft Windows, Microsoft Office/O365
  • Strong problem-solving skills and communication skills
  • Ability to work well in a team environment and servicing IT users
  • Self-motivation, strong organizational skills, ability to multi-task in a fast-paced, dynamic environment
     

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