Onsite Support Technician - SLP

About Atos Group

Atos Group is a global leader in digital transformation with c. 67,000 employees and annual revenue of c. €10 billion, operating in 61 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is the brand under which Atos SE (Societas Europaea) operates. Atos SE is listed on Euronext Paris.

The purpose of Atos Group 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.

Onsite Support Technician

Company: Atos

Location: San Luis Potosí (On-site)
Job Type: Full-time

Key Responsibilities

Technical Support & Troubleshooting

• Provide on-site technical assistance for desktops, laptops, printers, mobile devices, and peripherals.
• Diagnose and resolve hardware, software, and basic network issues.
• Install, configure, and maintain operating systems, applications, updates, and patches.
• Manage support requests through ServiceNow or other IT ticketing platforms.
• Track, document, and close incidents and service requests in alignment with SLAs.

User Support & Account Management

• Perform user account administration, including password resets, access permissions, and email setup.
• Support employee onboarding and offboarding (device setup, access provisioning/removal).
• Deliver excellent customer service with a professional, patient, and user-focused approach.

Escalation & Collaboration

• Escalate complex technical issues to higher-level support teams when needed.
• Coordinate with cross-functional IT teams to ensure seamless service delivery.
• Maintain accurate documentation of troubleshooting steps, resolutions, and procedures.

Documentation & Asset Management

• Ensure compliance with IT standards, company policies, and security guidelines.
• Assist with asset inventory control, device tracking, and lifecycle management.
• Contribute to continuous improvement through careful documentation and process alignment.

Must-have Qualifications / Skills

• Associate degree in IT, Computer Science, or related field (or equivalent experience).
• 2–3 years of experience in technical support or help desk roles.
• Hands-on experience with ServiceNow or similar ITSM tools (e.g., Jira, Remedy, Zendesk).
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with Microsoft 365, Active Directory, and basic networking concepts.
• Proven ability to troubleshoot hardware and software issues effectively.

Good-to-have Qualifications / Skills

• IT certifications such as CompTIA A+, Network+, or Microsoft certifications.
• Experience working in SLA-driven IT support environments.
• Knowledge of VPNs, Wi-Fi troubleshooting, and endpoint security tools.

#LI_MAX

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment. 

Choose your future. Choose Atos.