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1st line Support Engineer

Publish Date: Dec 31, 2021

Location: Sofia, Bulgaria Wide, BG-Bulgaria

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.

 

 

 

For our Technical Center, located in TSUM Business Center, we are looking to hire 1st line Support Engineer or Managed Services Specialist (MSS).

 

Managed Services Specialist (MSS) is an entry level technical position. The goal is to become a  process trained/skilled technician, working on low to medium complexity incidents, service request or changes and resolves tickets using KM DB. The MMS is responsible for fulfilment of SLA, escalates when requested/required, provides services to customers and is focused on service restoral.

 

Responsibilities:

 

  • SPOC (Single Point of Contact) within the service provider for the incident originator;
  • Responsible for customer communications per the CCS GO Customer Communications Guideline unless customer specific communication requirements are defined;
  • Proactively monitor progress throughout the entire lifecycle of the incident or service request and contact ticket originator via telephone or e-mail when required for resolving the case or when the incident has been resolved or service request has been fulfilled;
  • Ensure all defined steps and procedures are executed through the different units that are involved in the Incident Management, Change Management and Request Fulfillment processes;
  • Manage Incident support and resolution within the customer Service Level Agreement (SLA) or GO Standard SLAs when no specific SLA is defined;
  • Notify Service Level Management (SDM) about identified critical incidents and potential SLA breeches;
  • Provide management information of processed incidents and service requests to Service Level Management;
  • Ticket handling per the CCS GO Quality Assurance procedures;
  • End-to-end ownership of Incident Tickets and Service Request tickets from creation to closure with focus on customer interaction and early incident/request resolution via workaround or final fix;
  • Able to Identify the appropriate problem-resolution procedures using customer-specific information;
  • Search KM DB for solution or troubleshooting steps before escalating to next level;
  • Engage/escalate to next level for additional support as needed to ensure timely ticket resolution via workaround or fix;
  • Implementation of workaround / solution with support from MSE, when required;
  • Involve and execute other processes as appropriate including but not limited to, dispatch (DPO), Change management, Configuration management, etc.;
  • Initiate the P1/Outage Notification Process and the notification procedures;
  • Obtain customer approval for incident closure and process the ticket closure filling out all necessary solution and ticket categorization data;
  • Document taken steps for ticket resolution by adding a worklog in the incident ticket containing a summary of the performed actions; 

 

Requirements:

 

  • Overall IT Knowledge and computer literacy
  • Fluent English – level B2 or above
  • Skills in problem analysis and synthesis as well as interpersonal communication.
  • Ability to work on shifts
  • Willingness to learn
  • Excellent communications skills
  • Strong Analytical skills and process understanding
  • Customer focus attitude
  • Sense of responsibility

 

Shifts: 

 

  • 06:00 - 14:30
  • 14:00 - 22:30
  • 22:00 - 06:00
  • 9:00 - 17:30
  • 08:00 - 16:30
  • 10:30 - 19:00

 

The benefits you would receive
 
• Excellent remuneration package:

- Health insurance
- Food vouchers
- Taxi vouchers
- Stores, restaurants and sport centers discounts
- Parking
 
• Extensive training program:

- IT Service Management Processes and tools
- Networking fundamentals
- Operating Systems
- Telecommunications and VoIP

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.