Onsite Support Technician

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: Saltillo (On-site)

Job Type: Full-time

In this role, you will deliver hands-on technical support for end users, ensuring reliable operation of desktops, laptops, mobile devices, and network-connected equipment. You will troubleshoot issues directly on-site, maintain system functionality, and provide high‑quality customer service while following established IT processes and standards.

Key Responsibilities

Technical Support & Troubleshooting

• Provide on-site support for computers, mobile devices, peripherals, and printers.
• Diagnose and resolve hardware, software, and basic network issues.
• Install, configure, and maintain operating systems, applications, and updates.
• Manage incidents and service requests through ServiceNow or similar ITSM tools.

User Support & Account Management

• Perform user account tasks such as password resets, access permissions, and email setup.
• Support employee onboarding and offboarding, including device preparation and access removal.
• Deliver professional, timely assistance to ensure a positive end‑user experience.

Documentation & Compliance

• Document issues, resolutions, and procedures with accuracy.
• Ensure adherence to IT policies, security standards, and SLA requirements.
• Assist with inventory tracking and asset management activities.

Escalation & Collaboration

• Escalate complex technical issues to higher-level teams when needed.
• Collaborate with IT peers to maintain smooth operations and improve support processes.

Must‑have Qualifications / Skills
• 3+ years of experience in technical support or help desk environments.
• Hands-on experience with ServiceNow or other ITSM tools (Jira, Remedy, Zendesk).
• Strong knowledge of Windows and/or macOS.
• Familiarity with Microsoft 365, Active Directory, and basic networking concepts.
• Proven ability to troubleshoot hardware and software issues.

• Availability to work rotating shifts.

Good‑to‑have Qualifications / Skills

• IT certifications such as CompTIA A+, Network+, or Microsoft.
• Experience working under SLA-driven environments.
• Knowledge of VPNs, Wi-Fi troubleshooting, and endpoint security tools.
• Strong communication, customer service focus, detail orientation, and ability to prioritize multiple tasks.

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