1st line Support Engineer

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.

Job Title:

System Engineer (Technical Helpdesk

Job Category:

Jr Analyst)

Department/Group:

WSDS – SD (XBS)

Location:

Bangalore

Travel Required:

NO

GCM reference code

GCM skill levels

2

Salary p.a.

Job Description

To provide first line helpdesk support to external customers, assisting them with hardware and software problems via phone, email or Chat. Fresher or folks with 1-2 years’ experience would be sufficient for this profile.

Duties and Responsibilities

· To provide 1st line technical support; answering support queries via phone, email.

· To maintain a high degree of customer service for all support queries and adhere to all service management principles.

· To take ownership of user problems and be proactive when dealing with user issues.

· To log all calls on the call logging system.

· Respond to enquiries from clients and help them resolve and hardware or software problems.

· Maintain a log of any software or hardware problems detected.

· Support users in the use of Computer equipment by providing necessary training and advice.

· To allocate more complex calls to the relevant IT Support member.

· To arrange for external technical support where problems cannot be resolved in house.

Skills / Attributes Required

· Previous Helpdesk (telephone support) experience.

· Excellent telephone manner.

· Experience of using call logging software.

· Experience with using and troubleshooting Outlook 2000 within a network environment (permissions, calendar sharing, delegation)

· Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.

· Basic understanding of PC hardware set-up and configuration.

Approved By:

Date:

Last Updated By:

Date:

Please note that the GCM reference is provided for information purposes only. The above job description is leading for the stated job title within Global Solutions and effectively replaces, refines, or adds tasks to the original tasks/requirements mentioned in the job description referenced in GCM.

Job Description

1

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