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L 1.5 Bilingual Service Desk Agent

Publication Date:  Jan 5, 2023
Ref. No:  457319

San Nicolas De Los Garza, MX, 66490

About Atos

Atos is a global leader in digital transformation with 107,000 employees and annual revenue of over € 11 billion. European number one in cybersecurity, cloud and high performance computing, the Group provides tailored end-to-end solutions for all industries in 71 countries. A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients. Atos is a SE (Societas Europaea), listed on Euronext Paris and included in the                                                           CAC 40 ESG and Next 20 Paris Stock indexes.


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.



L 1.5 Bilingual Service Desk Agent


Skills Needed:

  • 1+ years of progressive experience in an end user support environment. (Physical or Remote)
  • Advanced knowledge to perform troubleshooting and analysis of PC hardware, Windows PC operating systems and with expert level knowledge in at least one area of specialization.
    • Intermediate/Advanced MAC knowledge is a plus.
  • Ability to perform troubleshooting and analysis of Microsoft Office Suite of products
  • Intermediate knowledge and understanding of LAN environments
  • Intermediate knowledge of e-mail systems (e.g., Outlook, MS Exchange)
  • Creativity and advanced problem-solving skills that lead to effective solutions to complex and varied problems.
  • A demonstrated ability to encourage and model positive cross-team partnerships.
  • Intermediate ability to perform complex troubleshooting and analysis of network system devices and PC network hardware and client software.
  • Comfortable with face-to-face video interaction.




Perform second-level diagnosis and troubleshooting support to end-users and customers. Work under minimum supervision and receiveGSD L1 escalated transactions and inquiries, provide support in accordance with established processes and document incidents and remedies. Escalate complex incidents to second-level support personnel.


•            Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution

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

•            Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems

•            Coordinates referrals to appropriate technical, professional, or service personnel

•            Receives and prioritizes issues and forwards using appropriate escalation procedures

•            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

•            May provide occasional functional and technical guidance to less experienced staff.

•            The incumbent oversees and coordinates with quick-response customer support team and interfaces with clients (over the phone or other support channels) to troubleshoot, analyze and diagnose more complex issues and engage appropriate technical resources to resolve client issues.

•            The incumbent works under limited supervision to provide prompt and professional Help Desk service through quick processing and prioritization of a variety of problems.

•            All other duties as assigned"



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.