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Virtual Support Technician

Publish Date: Aug 26, 2021

Location: Mexico City, Mexico City, MX-Mexico

Company: Atos

About Atos

Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of € 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.


The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

 

 

 

L2 EUCA Analyst 

 

Job Description 

  • Proactive Hardware & Software troubleshooting on End User Devices 

  • Analysis of trends and recording current health status of end user devices 

  • Identification where and when the issue occurred and how many users are impacted 

  • Analysis of the events in timeline to identify root causes of issues very quickly 

  • Cooperation with various technical teams on root cause analyses and remediation plans 

  • Resolution of issues discovered; 

  • Documentation of findings and recommendations 

  • Support tickets raised by SD and passed to 2LS for support. 

  • Assistance to the end user support teams with incident analysis 

  • Managing surveys and self-help campaigns 

  • Creation and maintenance of metrics, scores, dashboards 

  • Reporting 

 

Job Requirements 

  • Excellent knowledge of MS Windows 7, 8 and 10 platforms’ administration 

  • Very good knowledge of Windows server 2008 and 2012 

  • Knowledge of Active Directory 2008 and 2012  

  • Good understanding of GPO configuration and management 

  • Experience with troubleshooting, diagnosing and fixing OS and AD related issues 

  • Experience with administration & troubleshooting of Microsoft System Center Suite applications and tools, especially SCCM 

 

  • Strong analytical skills 

  • Experience with analyzing system logs, events and monitoring alerts 

  • Experience with diagnosing, resolving and delivering root cause analysis for automatic alerts, issues and incidents 

  • Experience with identifying & investigating reoccurring issues and working with responsible support groups on addressing them (e.g. Network, Server, OS) 

  • Knowledge of ITIL Processes 

  • Good understanding of DNS, DHCP services 

  • Good understanding of TCP/IP networking 

  • Good verbal and written English; communication skills; 

 

  • Knowledge and hands-on experience with Nexthink are highly appreciated 

  • Knowledge of Microsoft System Center products (SCOM, SCSM) is strong advantage 

  • Knowledge of PKI and PowerShell scripting will be a plus 

 

  • Capability to understand and write technical documentation 

  • Proactive attitude 

  • Ability to work independently as well as in the team; 

  • High motivation to self-development 

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.