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ATS Company:  ATS Automation Tooling Systems
Requisition ID:  7915

Cambridge, ON, CA, N3H 4R7

Date:  Nov 10, 2022

IT Support Technician

Job Profile:

Position Title:        IT Support Technician
Department:         Corporate Information Technology
Reports To:          Team Lead, IT Client Support
Location:              Cambridge, On-site

About ATS Automation:


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!

Job Summary:


The IT Support Technician ensures consistent, cost-effective, quality support of all company endpoints and services. They will work on all aspects of end user device management including technology selection & purchase, configuration, upgrades, and Tier 2 (Service Desk) support. 


The successful candidate is a curious and ambitious technology enthusiast who has effective communication, multitasking skills, articulation, and attention to detail. They are a customer focused individual who enjoys collaborative teamwork, complex problem solving, and have a love for desktop computing technologies.

What You Will Do:


• Act as first point of contact for day to day on-site deskside and remote support for any computer hardware or software break/fix and request tickets
• Evaluate, prioritize, and address tickets as they arrive at the support queue while maintaining the appropriate SLAs
• Develop and maintain positive relationships (internal and external) while always striving to attain the highest level of customer service and satisfaction
• Deliver software to endpoints, and image our fleet of computers for repairs, evergreening and refreshes, and new onboarding user setups
• Configure computers with commonly used software products such as Windows 10, Office 365 applications, SolidWorks, VPN, JDE, Adobe creative cloud, etc
• Provide support for iPhone mobile devices, telephony, conferencing and communication technologies
• Provide support and training for all end-user productivity technologies such as Microsoft365 applications and other collaboration productivity tools
• Conference room equipment set up, support and preventative maintenance for TVs, projectors, and other AV equipment
• Troubleshoot 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 training on the use of VPN and various ATS standard software to new users when required
• Contribute towards the internal knowledge database (Confluence)
• 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

What You 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+ years of related Service Desk, Desktop Support or End User Services related experience
• Strong knowledge of and experience with ITIL IT Service Management processes specific to working within 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
• Knowledge of Microsoft SCCM/Endpoint Manager or similar technologies
• Knowledge of iOS & iPhone as well as MDM platforms like InTune would be an asset
• Hands-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


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) 
• 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.

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