I.T. Client Support Technician

ATS Automation•Cambridge, ON

3d•$72,000 - $99,000•Onsite

About The Position

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.

Requirements

Associate or bachelor's degree in information technology, computer science or a related discipline, or equivalent professional experience.
Relevant certifications such as CompTIA A+, Network+, Microsoft 365, Microsoft Endpoint Administrator, ITIL Foundation or equivalent.
Three or more years of experience in desktop, client, field or onsite IT support, including direct support for senior leaders or executives.
Demonstrated ability to troubleshoot Windows, macOS, Microsoft 365, Teams, mobile devices, peripherals, printers and common enterprise applications.
Hands-on experience supporting conference-room or unified-communications technology, preferably Microsoft Teams Rooms or similar platforms.
Working knowledge of endpoint management, identity and ITSM concepts; experience with Intune, Autopilot, Entra ID, Active Directory or comparable tools is strongly preferred.
Foundational understanding of wired and wireless networking, VPN, authentication and endpoint security, with the judgment to engage specialized teams when needed.
Experience supporting global, manufacturing or multi-site organizations across time zones, including coordination of third-party vendors, office buildouts, technology refreshes or executive events.
Excellent written and verbal communication skills, including the ability to explain technical issues calmly to nontechnical users.
Ability to work full-time from the Charlotte office and provide occasional schedule flexibility for executive meetings and critical events.

Nice To Haves

Experience with Intune, Autopilot, Entra ID, Active Directory or comparable tools is strongly preferred.
Hands-on experience supporting conference-room or unified-communications technology, preferably Microsoft Teams Rooms or similar platforms.

Responsibilities

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; escalate 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 coordination.
Own the daily operational readiness of Charlotte conference rooms, displays, cameras, microphones, speakers and room-control systems.
Perform proactive checks before scheduled executive and strategy meetings and provide in-room or nearby support when required.
Document room standards, startup procedures, known issues and backup coverage; manage recurring maintenance and vendor follow-up to prevent repeat failures.
Support company meetings, town halls and special events, including rehearsals, connectivity validation and rapid issue response.
Work as an integrated member of the Client Support team in Cambridge and the Service Desk in India, sharing knowledge, coordinating handoffs and providing follow-the-sun support across time zones.
Work an assigned share of the global Client Support and Service Desk queue whenever not actively addressing Charlotte or executive priorities.
Support operational adoption of Microsoft Intune and Windows Autopilot through device provisioning, testing, troubleshooting and documented feedback.
Use the approved ITSM platform consistently, maintaining accurate categorization, ownership, notes, resolution details and user communication.
Help reduce aged tickets by taking ownership of stalled requests, coordinating dependencies and escalating blockers before they become business complaints.
Create and maintain knowledge articles, standard operating procedures and user guidance that improve first-contact resolution and consistent service delivery.
Participate in endpoint lifecycle, office technology, M&A integration, UAT coordination and service-improvement projects assigned by the IT Operations & Technology Services Manager, including practical automation that reduces technician effort and improves device readiness.
Follow security, access-management, data-protection, software and asset-management policies in all support activities.
Protect credentials and confidential information, verify identity before sensitive actions and promptly escalate suspected security incidents.
Maintain clean documentation and audit-ready records for device assignment, access requests, changes and incident resolution.
Participate in major-incident response and business-continuity activities when Charlotte users, executives or office services are affected.