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IT Support Specialist

Date: Mar 6, 2023

Location: Fergus, ON, CA, N1M

Company: A. O. Smith Corporation

Company / Location Information

We are one of the leading manufacturers of water heating and water treatment technologies in the world. We are a $3.5 billion company with 140+ years history and we employ more than 12,000 individuals globally who pride themselves on providing the world with innovative water technology. We are committed to Continuous Improvement, not just in our factories or processes, but in our people.

Primary Function

Reporting into the BTS global organization, this role is responsible for delivering exceptional customer service and technical support across the global organization. They will ensure maximum uptime of IT services in support of production and back-office operations. This individual will have a strong background in delivering IT support services plus have an excellent, service-oriented approach to IT operations. This role provides hands-on technical support, but also acts as a site advocate for local sites, third-party partners, and internal team members. They are expected to effectively collaborate and communicate with team members and leadership, provide reports regularly and assists with assessing the efficiency, effectiveness, and technical proficiency of the Service Desk. This person is a ServiceNow evangelist focused with passion on driving the platform to be the hub for IT service delivery operations.

Scope of Responsibility

As a member of the BTS Global Service Delivery team, this role will provide a mixture of on-site and remote support across any global business operations, primarily North America. This is a key contributing role executing the I&O strategy and ensures its alignment with the enterprise's business strategy and the delivery of capabilities required to achieve business success. The preferred candidate will be fluent in both English and French.


  • Ability to determine and diagnose support issues based on variables such as equipment, software, and environment.
  • Act in a service advocate role by presenting IT support activities to business leadership and assisting in resolving open incidents and requests.
  • Assist in coordination of local site needs with all BTS organizational functions.
  • Ability to prioritize and manage work.
  • Provide on-site break-fix services to assigned location(s) as required for incident resolution.
  • Provide install, move, add, and change services as appropriate for IT equipment, such as new installations, equipment moves, technology refresh/upgrades, and configuration.
  • Ensure incidents and service requests are submitted through the Service Desk process.
  • Respond appropriately to incident and request tasks assigned to the end user services team per established guidelines and Service Level Agreements (SLAs), including major incidents.
  • Coordinate and assist with installation and support of managed technology services, such as core infrastructure, unified communications, and supported plant operations technology.
  • Document knowledge articles and quick-reference guides in the ServiceNow knowledge base.
  • Identify opportunities to continuously improve the end-user support experience through problem resolution and self-service interactions.
  • Ability to work occasionally after hours and weekends in support of maintenance, project, or emergency outage activities.
  • Participate in after hours on-call rotation.
  • Ensure IT service and support activities adhere to global security/operational policies and procedures.
  • Responsible for identifying and conducting IT equipment preventive maintenance.
  • Assist with inventory and asset management in adherence to company policies.
  • Perform additional activities as needed or as assigned by IT management.


  • Bachelor’s degree preferred or Associate’s degree with related work experience
  • Minimum of 3+ years of related IT work experience
  • Fluency in both English and French is preferred
  • Strong verbal/written communication and collaboration skills
  • ServiceNow ITSM experience, with asset and/or CMDB a plus
  • Knowledge of IT security best practices impacting IT support
  • Experience providing IT service and support in a manufacturing environment
  • Understanding of software and asset deployment tools and services, such as Microsoft Endpoint Manager, Tanium, and Microsoft Autopilot
  • Lean and agile mindset
  • ITIL certified a plus
  • Experience working within a multi-cultural environment
  • Lift and carry computer equipment weighing up to 50 pounds and move equipment under desks

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

Job Segment: Wastewater, Water Treatment, Service Desk, HVAC, Bilingual, Engineering, Customer Service, Operations