Role Overview
We are looking for a ShopFloor L1.5 Support Technician with strong experience in Manufacturing IT / Production environments. The ideal candidate will have hands-on experience supporting production-line IT devices, ShopFloor/MES systems, incident management, and cross-functional issue resolution.
Experience in an Aerospace/Manufacturing environment, particularly an Airbus environment, will be an added advantage.
Technical Skills & Requirements
- Strong knowledge of IT endpoint support in manufacturing and production-line environments.
- Hands-on experience supporting ShopFloor / Manufacturing IT systems.
- Experience with line-side IT devices, including:
- Barcode scanners
- Barcode printers
- Printers
- Scanners
- MRTs
- Smart devices and other production touchpoints
- Knowledge of MES (Manufacturing Execution Systems) is preferred.
- Experience with ServiceNow and IT Service Management processes.
- Good understanding of:
- Incident Management
- Problem Management
- Change Management
- Service Level Management (SLM)
- Knowledge Management
- Ability to triage incidents and coordinate with cross-functional teams for timely resolution.
- Experience working with SMEs, OEMs, suppliers, and business stakeholders.
- Ability to track issues, provide regular status updates, and prepare operational reports.
- Strong understanding of SLA-driven support environments.
- Willingness to work in rotational shifts is mandatory.
Roles & Responsibilities
- Monitor and resolve day-to-day incidents using ServiceNow or similar ITSM tools.
- Provide L1.5 support for ShopFloor and manufacturing IT environments.
- Troubleshoot production-line IT devices and related technical issues.
- Interact with IT and business users to understand and resolve functional/technical issues.
- Perform incident triage and coordinate with appropriate resolver groups.
- Follow established Incident, Problem, Change, Capacity, and Service Management processes.
- Ensure incidents are resolved within agreed SLA and quality standards.
- Coordinate with SMEs, OEMs, suppliers, and other IT stakeholders.
- Maintain regular communication and provide progress/status updates to stakeholders.
- Participate in knowledge sharing and knowledge transition activities.
- Follow the defined operating model and shift rotation schedule.
- Support continuous improvement and maintain operational documentation.
Preferred Experience
- Experience in Manufacturing IT / ShopFloor Support.
- Experience with MES / Manufacturing Execution Systems.
- Experience in the Aerospace / Aviation domain.
- Previous experience working in an Airbus environment is an advantage.
- Experience supporting production-line / line-side IT infrastructure.
Soft Skills
- Excellent communication and interpersonal skills.
- Strong stakeholder management skills.
- Flexible and adaptable to changing priorities.
- Strong team-player attitude.
- Detail-oriented and meticulous approach.
- Continuous learning mindset.
- Ability to work effectively in a shift-based support environment.
Language Requirements
- Quebec French – Mandatory
- English – Mandatory
