I.T. Client Support Technician

Overview

Position Title:

IT Client Support Technician

Department: IT

Reports To:

Manager, IT Operations & Technology Services

Salary Range - $60,000 - $82,500 USD

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 7,500 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 IT Client Support Technician is a Charlotte-based member of the Global IT Operations & Technology Services organization. The role provides high-touch, white-glove technology support for executives, employees and visitors; owns the Charlotte onsite support experience; and maintains meeting-room readiness. Although based onsite full-time, the position has a global workload and works closely with the Client Support team in Cambridge and the Service Desk in India on remote support, endpoint lifecycle activities, ITSM processes, business projects and service-improvement initiatives.

Success requires a service-first mindset, strong technical judgment and the ability to anticipate needs before they become executive or business disruptions.

• Provide responsive, discreet and highly personalized technology support to the CEO, senior executives, executive assistants and visiting leaders.
• Own executive incidents and requests from initial contact through resolution, coordinating specialist teams and vendors without transferring the burden to the user.
• Prepare executive devices, collaboration tools, mobile devices and meeting environments in advance of leadership sessions, board-related activities and critical business events.
• Communicate status, dependencies and expected resolution times clearly; elevate risks early and remain accountable until service is restored.
• Maintain confidentiality and exercise sound judgment when supporting sensitive meetings, devices, information and executive schedules.

• Serve as the primary onsite IT contact for Charlotte employees, guests and office stakeholders during normal business hours.
• Diagnose and resolve hardware, software, identity, connectivity, printing, mobile-device and collaboration issues across Windows and macOS environments.
• Support employee onboarding, transfers and offboarding; maintain accurate inventory, asset assignments and local technology stock; and coordinate repairs, replacements, returns and secure disposal.
• Partner with executive assistants, Facilities and designated Charlotte stakeholders to anticipate leadership meetings, visitors, office events and technology requirements.
• Provide advance planning and onsite technology coordination for business projects, implementations, UAT activities and visiting project teams.
• Perform approved onsite smart-hands activities for Infrastructure, Network, Cloud and Security teams, including equipment checks, cable validation, controlled device restarts and vendor-access…