TECHNICAL ENGINEER

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.

Position:Technical Engineer

Job Summary: We are looking for a Mandarin Language Service Desk Engineer to provide exceptional technical support to our Mandarin-speaking users. The ideal candidate will be responsible for handling service requests and incidents, ensuring a smooth user experience, and maintaining high service levels. This position requires proficiency in both Mandarin and English, as well as strong technical skills in incident management, Active Directory, and VPN technology.

Key Responsibilities:

• Incident and Request Management: Manage service requests and incidents through the ServiceNow ITSM tool, ensuring they are resolved within agreed SLAs (Service Level Agreements) and OLAs (Operational Level Agreements). Handle tickets from creation to closure, ensuring accurate logging, categorization, and prioritization.
• Active Directory Management: Perform tasks related to user account management, including user creation, password resets, and access rights assignments in Active Directory.
• Email Communication: Communicate clearly and professionally with users via email, ensuring issues, resolutions, and updates are documented and effectively communicated in Mandarin.
• Remote Support Tools: Use remote control tools to troubleshoot and resolve technical issues for end-users working remotely or across different locations, ensuring efficient support.
• SLA and OLA Knowledge: Ensure service delivery aligns with established SLAs and OLAs. Monitor ticket progress and escalate issues that could breach the SLAs/OLAs.
• Customer Handling and Communication: Provide exceptional customer service by managing customer expectations and offering clear, timely communication about incident status, resolution timelines, and next steps. Handle difficult customer interactions with patience, empathy, and a positive attitude.
• VPN Technology: Troubleshoot and resolve VPN connectivity issues for remote users, ensuring secure and reliable access to company networks from different locations.
• G Suite Knowledge: Provide support and basic troubleshooting for G Suite (Google Workspace) applications such as Gmail, Google Drive, and Google Meet.
• International Customer Support: Provide support for international users across multiple time zones, ensuring efficient resolution of incidents while considering regional differences and requirements.
• Collaboration: Work closely with other IT teams and departments to escalate and resolve complex technical issues, ensuring seamless service delivery to end-users.
• Documentation and Reporting: Maintain clear documentation for all incidents, service requests, and resolutions in line with ITSM best practices. Contribute to knowledge base articles to improve user self-service options.

Required Skills and Qualifications:

•  Proficiency in English (written and verbal).
• Proven experience in IT support or a service desk role, ideally in a technical environment.
• Familiarity with ServiceNow ITSM tool for managing incidents and requests.
• Strong experience with Active Directory user account management.
• Excellent troubleshooting skills using remote support tools.
• Knowledge of VPN technologies and ability to resolve connectivity issues.
• Experience in providing support for G Suite (Google Workspace) applications.
• Strong customer service skills and experience handling international customers across multiple time zones.
• Ability to work independently, prioritize tasks, and manage time effectively.
• Strong communication skills in English.

Preferred Qualifications:

• Experience with ITIL best practices and service desk processes.
• Familiarity with networking protocols and basic network troubleshooting.
• Experience supporting international clients in a multilingual environment.
• IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus.

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.