Onsite Support Technician

Descripción del puesto:

About Atos Group

Atos Group is a global leader in digital transformation with c. 63,000 employees and annual revenue of c. EUR8 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.

Job Name: Onsite Support Technician

Company: Atos

Location: Carretera a General Cepeda 8395, Saltillo, Coahuila, Mexico

Job Type: Full-time | Rotating shifts

Role Overview:

At Atos, the Onsite Support Technician plays a critical role in delivering high-quality, hands-on IT support at a client location. This position focuses on resolving end-user technical issues, maintaining system reliability, and providing excellent customer service. The role follows a rotating shift schedule to ensure continuous operational support in line with client needs.

Key Responsibilities:

* Deliver on-site technical support for desktops, laptops, printers, mobile devices, and peripherals

* Troubleshoot and resolve hardware, software, and basic network-related issues

* Install, configure, and maintain operating systems, applications, and updates

* Log, track, and resolve incidents and service requests using ServiceNow or similar ITSM tools

* Ensure incidents are handled in compliance with defined SLAs

* Manage user accounts, including password resets and access permissions

* Escalate complex technical issues to appropriate support teams

* Maintain clear and accurate technical documentation

* Support onboarding and offboarding processes for employees

* Ensure adherence to Atos IT policies and security standards

* Assist with IT asset management and inventory control

Educational Background:

* Associate degree in IT, Computer Science, or a related discipline, or equivalent professional experience

Professional Experience:

* 2-3 years of experience in technical support, help desk, or desktop support roles

* Experience working in an SLA-driven service environment

Must-have Qualifications / Skills:

* Experience using ServiceNow or comparable IT ticketing systems

* Strong working knowledge of Windows and/or macOS environments

* Familiarity with Microsoft 365, Active Directory, and basic networking concepts

* Proven ability to diagnose and resolve hardware and software issues

Soft Skills:

* Strong customer service orientation

* Clear and professional communication skills

* Effective time management and prioritization abilities

* Attention to detail and strong documentation skills

* Patient, professional, and solution-focused approach

Good-to-have Qualifications / Skills:

* Industry-recognized IT certifications (CompTIA, Microsoft, etc.)

* Knowledge of VPNs, Wi-Fi networks, and endpoint security tools

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