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Virtual Support Technician

Publish Date: Jul 22, 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.

 

 

 

The Virtual TechBar support is modeled to do remote support as their primary activity. Most of their activities should be imaging of new and redeployment systems to include software installation and data transfer. Duties will also include: troubleshooting hardware issues, submitting warranty claims, coordinating parts replacement with vendors, virtual repairing PC devices, working Level 1-4 issues, coordinating directly with support teams and keeping the customer informed of status until the issue is resolved.

 

* 3-5 years work experience

* Level 4 Technical skills

* Excellent customer service and telephone communication skills.

* Experience in using active directory, making technical config changes on backend systems without disruption.

* Experience in using IT systems and relevant software to raise (when needed) and manage any kind of tickets

* Strong problem-solving skills.

* Level 4 analytical skills to identify trends in issues reported and identify areas for improvements.

* Knowledge of ITIL governance and control processes and procedures

* Flexible, adaptable to cover multiple issues in a single and able to learn new concepts quickly

* Level 4 focus on detail, documentation development and quality assurance

* Required hours of support: Mon-Fri;

* UK: 8am-4pm (UK)

* US: 7am-6pm (EST)

* Language(s): Strong English

* Core tools that will be utilized:

* Win7/Win10

* Citrix

* Horizon

* ServiceNow

* Genesys

* 10to8 (scheduling tool in NG SNOW and OneContact/Contact:IT)

* Remote access (to be replaced with in-flight implementation of a new remote access tools)

* MS Teams

* RDP

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.