Shopfloor OT/IT support Technician (L- 1.5)

Acestack; Mirabel; On-site; CAD 60,000 - 75,000; Full time

Job summary

Acestack is seeking an experienced Shopfloor OT/IT Support Technician (L1.5) to provide hands-on support for manufacturing shopfloor environments and production-line IT endpoints in Mirabel, QC. The role requires strong knowledge of OT/IT integration, incident management, and cross-functional collaboration.

The ideal candidate will have 4–6 years in similar roles, be fluent in Quebec French and English, and be willing to work shifts.

Qualifications

• 4–6 years of experience in IT endpoint support.
• Hands-on experience in Manufacturing Shop Floor / OT-IT environments.
• Knowledge of MES/Shopfloor systems and manufacturing IT environments.
• Experience supporting production-line IT devices (printers, scanners, barcode devices, MRTs, smart devices).
• Working experience with ServiceNow and ITSM processes.
• Strong incident triage, troubleshooting, and coordination skills.
• Understanding of Incident, Problem, Change, Capacity, SLM, and Knowledge Management processes.
• Quebec French and English language skills are mandatory.
• Willingness to work in shifts is mandatory.

Responsibilities

• Provide day-to-day L1.5 OT/IT support for manufacturing shopfloor environments.
• Monitor, triage, troubleshoot, and resolve incidents using ServiceNow or comparable ITSM platforms.
• Support production-line IT endpoints and line-side devices, including printers, scanners, barcode scanners, barcode printers, MRTs, and smart devices.
• Support Manufacturing Shop Floor systems and associated IT touchpoints.
• Interact with IT and business users to understand and resolve functional and technical issues.
• Coordinate with cross-functional teams and SMEs for timely incident resolution.
• Follow IT service management processes including Incident, Problem, Change, Capacity, SLM, and Knowledge Management.
• Maintain agreed SLA levels and ensure quality of service delivery.
• Coordinate communications between suppliers, OEMs, SMEs, and business stakeholders.
• Track and report incident and issue progress to stakeholders.
• Prepare and provide regular operational updates and reports.
• Participate in knowledge sharing, knowledge transition, and continuous learning activities.
• Follow defined shift rotation plans and operational procedures.
• Support functional issue resolution in collaboration with relevant SMEs.

Skills

L1.5 OT/IT support

Manufacturing IT environments

ServiceNow

Incident triage & troubleshooting

Tools

ServiceNow

Job description

Job Title: Shopfloor OT/IT support Technician (L- 1.5)
Job Type: Full Time (FTE)
Location: Mirabel, QC (Onsite)
Experience: 4 6 Years

Job Description

We are seeking an experienced Shopfloor OT/IT Support Technician (L1.5) to provide technical support for manufacturing shopfloor environments and production-line IT endpoints. The ideal candidate will have hands‑on experience supporting manufacturing IT systems, line‑side devices, incident management, and cross‑functional issue resolution.

Experience in an Aerospace/Manufacturing environment, particularly Airbus, will be an added advantage. Quebec French and English are mandatory, and willingness to work in shifts is required.

Key Responsibilities

• Provide day‑to‑day L1.5 OT/IT support for manufacturing shopfloor environments.
• Monitor, triage, troubleshoot, and resolve incidents using ServiceNow or comparable ITSM platforms.
• Support production‑line IT endpoints and line‑side devices, including printers, scanners, barcode scanners, barcode printers, MRTs, and smart devices.
• Support Manufacturing Shop Floor systems and associated IT touchpoints.
• Interact with IT and business users to understand and resolve functional and technical issues.
• Coordinate with cross‑functional teams and SMEs for timely incident resolution.
• Follow IT service management processes including Incident, Problem, Change, Capacity, Service Level Management (SLM), and Knowledge Management.
• Maintain agreed SLA levels and ensure quality of service delivery.
• Coordinate communications between suppliers, OEMs, SMEs, and business stakeholders.
• Track and report incident and issue progress to stakeholders.
• Prepare and provide regular operational updates and reports.
• Participate in knowledge sharing, knowledge transition, and continuous learning activities.
• Follow defined shift rotation plans and operational procedures.
• Support functional issue resolution in collaboration with relevant SMEs.

Required Skills & Qualifications

• 4 6 years of experience in IT endpoint support, manufacturing IT, or shopfloor support.
• Hands‑on experience supporting Manufacturing Shop Floor / OT-IT environments.
• Knowledge of MES/Shopfloor systems and manufacturing IT environments.
• Experience supporting production‑line IT devices such as printers, scanners, barcode devices, MRTs, and smart devices.
• Working experience with ServiceNow and ITSM processes.
• Strong incident triage, troubleshooting, and coordination skills.
• Understanding of Incident, Problem, Change, Capacity, SLM, and Knowledge Management processes.
• Strong stakeholder and communication skills.
• Ability to coordinate with suppliers, OEMs, IT teams, SMEs, and business users.
• Ability to maintain SLA commitments and service quality.
• Quebec French and English language skills are mandatory.
• Willingness to work in shifts is mandatory.

Preferred Experience

• Experience working in an Aerospace environment.
• Experience supporting Airbus Shopfloor L1.5 environments.
• Experience with MES and manufacturing production systems.
• Knowledge of OT/IT integration within manufacturing environments.

Key Competencies

• Excellent communication and interpersonal skills.
• Strong troubleshooting and problem‑solving abilities.
• Flexible and adaptable approach.
• Team‑oriented and collaborative mindset.
• Continuous learning attitude.
• Meticulous attention to detail.
• Strong customer and stakeholder focus.

Resume Keywords

MES, Shopfloor Support Engineer, Manufacturing IT, OT/IT Support, Aerospace, Airbus, ServiceNow, L1.5 Support, Production Line Support, IT Endpoint Support