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Portuguese Help Desk Agent

Publish Date: May 29, 2021

Location: San Nicolás, Nuevo León, 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.

 

 

 

Troubleshoots via phone/Remotely: hardware, software, Application and network issues involving technical resources to ensure remote resolution for Johnson & Johnson end users.

 

• Applies understanding and knowledge of information systems products and services to assist users

• Identifies, investigates and researches user issues and problems by utilizing previous experience as well as knowledge bases and technical forums.

• Coordinates assistance with various support teams to deliver resolution within SLA’s.

• Receives and prioritizes issues and hands off using appropriate escalation procedures

• All other duties as assigned by management. In addition to the above duties, the higher levels within this job family may also perform the following:

• Provides functional or task leadership

• Coordinates special projects and system upgrades

• Briefs customers and/or management on the status of resolution efforts

• Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel

• Recommends system or process improvements, including procedures, training, and enhanced documentation

 

Job Requirements:

 

Proficient level of English and Spanish/Portuguese both written and verbal.

High level of customer service skills.

High Level of technical skills oriented toward IT systems, preferably via formal training/education or with equivalent field experience.

Highly Analytical and is able to follow established process/procedures with a moderate degree of supervision. WIN 7, 10 support experience.

L2 support experience desired

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.