Atos is seeking energetic individuals to join our world-class Help Desk! You’ll join one of the world’s largest and most respected technology organizations, Atos. Atos is a leader in technology with more than 100,000 employees in 72 countries and we are looking for great people to join the team in our Fargo office.

Looking for stability? Atos has been the preferred provider for technology and customer support to more than 14,300 restaurants in the U.S. since 1988. The Fargo location has more than 150 employees providing technology support and customer care. If you have a commitment to service excellence, have worked in customer service (phone, online or face-to-face support) and have a background in computers/technology, this could be the right position for you!  

Looking for the opportunity for great career advancement? Virtually all our managers have been promoted from within, and being part of a global company means the career opportunities don’t stop there.

For more information, please see the Atos corporate web site: www.atos.net.

The role will be responsible for responding to all IT service interruptions or performance problems that require IT hands-on for the RTS offices as well as remotely monitor and support all RTS global operations. This role will also be responsible for performing tasks that IT cannot perform remotely in core and non-core working hours.

Accountabilities (include % of time)
IT Service Operations 90%
• Track all IT Incidents and requests for RTS ensuring closure is confirmed
• Engage with the appropriate vendor support and IT Teams to ensure resolution of problems
• Be fully available 24x7x365 for emergency interruptions of IT Services for RTS
• Installation and support of up to 650 PC’s/Laptops across varied hardware platforms globally
• Provide a customer focused service in line with the agreed IT service levels
• Perform routine backup tasks, including tape lifecycle and verification
• Network administration such as patching new PC’s and cabling
• User account administration such as creation, termination, and modification
• Supporting the RTS IT team with any onsite requirements needing physical intervention or testing both in and out of hours for the RTS Offices
• Flexible to different working times to meet business needs
• Provide network, application, and server monitoring for RTS global operations
• Provide remote technical support for RTS global operations
• Create work instruction documentation as and when required
• Provide full asset tracking of all IT and Telephony related HW/SW configuration items
• Provide a single point of contact for any site related IT or Telephony issues
• Provide printer support and maintenance
• Undertake any other duties as reasonably required by the Company
• Handle incoming calls from our Global Support Centers
Administration and housekeeping 10%
• Ensure that new Incident and requests are captured daily through the incident management system (ServiceNow)
• Ensure that the required external/internal reports are provided in a timely manner
• Ensure policies are followed for IT resource usage
Success Criteria
• Incidents/requests that are not logged centrally are captured daily and reported back to IT
• Adherence to the change process
• Maintain a daily log of activity to help support the role requirements for the organization
• SLA’s consistently achieved

Key Contacts
• 100% Contact: Central IT
• Purpose: Support and inform the IT Manager of the weekly activity and local trends around IT support

Knowledge & Key Skills
Essential:
• Experience in delivering Desktop Service
• Experience supporting desktop imaging software
• Excellent communication skills and written communication skills
• Ability to articulate observations made within the IT arena
• Effective and accurate documentation
• Ability to problem solve through analysis and on-going feedback
• Achieve results through knowledge, empathy and commitment to excellent customer satisfaction.
• Analytical skills
• Structured approach to working and the ability to manage daily workload with little supervision.
• Knowledge of IP telephony
• Own Transport Essential
• A minimum of 12-18 months experience in a Technical support or similar role
• Good network diagnostic skills
• Basic Sysadmin skills
• Work well in a busy team, being quick to learn and able to deal with a wide range of issues
• Ability to assess and prioritize faults and respond or escalate accordingly

Desirable:
• Basic Linux CLI skills
• Basic Windows server skills
• Experience of the Contact Center Industry
• Extensive knowledge of supporting Windows 7, Microsoft Office (2010 & 2013) (Preferably MCP in Windows 7 and MOUS in Office)
• Experience of Active Directory Administration
• Knowledge of supporting various models of Office Printers
• Hardware, software and applications support
• Proven Quality or Assessment skills
• ITIL Knowledge
• Knowledge of I3 IP phone technology

All your information will be kept confidential according to EEO guidelines.