Service Engineer for US teams

Job description

Atos SE (Societas Europaea) is a leader in digital services with pro forma annual revenue of circa € 12 billion and circa 100,000 employees in 72 countries. Serving a global client base, the Group provides Consulting & Systems Integration services, Managed Services & BPO, Cloud operations, Big Data & Cyber-security solutions, as well as transactional services through Worldline, the European leader in the payments and transactional services industry. With its deep technology expertise and industry knowledge, the Group works with clients across different business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public sector, Retail, Telecommunications, and Transportation.

Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline.

Role Description :
Problem, Incident and Change management are the key processes of the ITIL - worlds' most widely recognized framework for IT service management. The role follows these processes and their solutions, while stressing on the Incident management in particular, supporting it throughout all stages. The position is pivotal to the success of the Service Management teams' mission by managing critical incidents in an effort to restore service or it's quality, as soon as possible.
Incident Management process is aiming to ensure fast restoration of all contractually agreed incidents and to provide effective communication and coordination between the relevant teams on both sides. The primary focus is to restore critical incidents having direct impact on clients' business, to lead and ensure ownership, communication and progress until completion.

Your future tasks:
As an Incident management engineer your role will be of a second level support responsible for the lifecycle of reported or automatically raised incidents and requests coming form Unify clients. Also including:

· Case diagnosis by remote access out of the GSI.flow (According to ITIL: CMDB) (On Call).
· Development and improvement of service organization and service processes on a team oriented base.
· Documentation of the diagnosis procedure, the diagnosis result and the solution description in the Case Tracking Tool.
· Handling of cases (According to ITIL: Part of the CMDB) in consideration of the transmitted data by the LC (problem description, priority) with the target to solve the problem remotely within the time committed by the Service Level Agreement (SLA).

Please note that the working hours are 15:00-23:30 and 18:30-03:00 EET

Our expectations:
• Good technical background;
• Strong analytical and troubleshooting skills;
• Good command of English (written and verbal);
• Strong communication skills;
• Customer focus attitude;
• Willingness to learn, work and develop your potential;

Great advantage will be :
• VoIP technologies knowledge;
• Experience administering Windows Server / SQL, Linux, CCNA;
•ITIL Framework understanding

Your Application
If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.
Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
We are committed to making reasonable adjustments to the applications process for people with disabilities.