IT Service Desk Technician

Job Summary

We are seeking a dedicated and customer-focused IT Service Desk Technician to join our team. This position will be responsible for providing remote technical support and assistance to end-users across the organization. They will play a crucial role in resolving IT-related issues remotely, ensuring the smooth operation of systems, and delivering exceptional customer service. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work effectively in a remote support environment.

Responsibilities

•    Provide remote technical support and assistance to end-users, addressing basic software and account related issues like password troubleshooting, bitlocker recovery, and o365 tools.
•    Respond to incoming support requests via various channels (phone, email, chat), ensuring timely and accurate resolution that align with SLAs and KPIs.
•    Troubleshoot and diagnose technical issues reported by end-users, utilizing remote tools and diagnostic techniques.
•    Escalate complex or unresolved issues to appropriate support teams or senior analysts for further investigation and resolution.
•    Follow standard operating procedures to assist with IT account provisioning and deprovisioning. Maintain thorough and accurate records of support interactions, actions taken, and resolutions provided.
•    Provide clear and concise instructions to end-users regarding system usage, troubleshooting steps, and preventive measures.
•    Contribute to the knowledge base by creating and updating support articles, guides, and FAQs.
•    Stay updated with the organization's IT policies, procedures, and technologies to ensure accurate and effective support delivery.

Skills and Experience

•    Minimum of 3 years of experience in an IT Service Desk or Technical Support role, preferably in a remote support environment.
•    Strong knowledge of IT fundamentals, including hardware, operating systems (MAC, Windows 10, 11), networking, and productivity software such as PDF software, Office 365.
•    Proficiency in troubleshooting common desktop, laptop, and mobile device issues.
•    Familiarity with remote support tools and technologies.
•    Excellent communication skills, both verbal and written, with the ability to communicate technical information effectively to non-technical users.
•    Customer-centric approach with a passion for delivering exceptional customer service.
•    Strong problem-solving and analytical skills, with the ability to multi-task and quickly diagnose and resolve technical issues.
•    Ability to work independently and collaboratively in a fast-paced and dynamic environment.
•    Experience working with IT Service Management practices (eg. Incident/problem/change management, etc.) using enterprise ticketing systems and tools. 
•    Willingness to work in different shifts to provide 24/7 support, if required.

Qualification

•    Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience). 

About ATS

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, South Asia, and China. The Company’s shares are traded on the Toronto Stock Exchange under the symbol ATS.