SUPPORT ENGINEER

About Atos Group

Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. 10 billion, operating in 67 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 is a SE (Societas Europaea) and listed on Euronext Paris.

The purpose of Atosis 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.

Position - EXECUTIVE SUPPORT

Location - New York city, NY (Day 1 onsite)

Type - Fulltime

Technology is a fundamental driver in business. Harnessing this technology and improving productivity is vital for our Executives. Our team plays a vital role in handling all of the technology support for these Executives. In this role you will interface directly with these Executives and their personal assistants. This role requires someone with great communication skills, interpersonal skills and the confidence to make fluid decisions.

RESPONSIBILITIES AND QUALIFICATIONS

* Identify and improve OSS Team, Workspace and adherence to CLIENT processes

* Provide white-glove hands-on or remote support to VIP employees Proactive monitoring, identifying, testing, deploying patches and updates leveraging and processes.

* Support with Special Event A/V Management in Main Offices, Conference rooms.

* Video conferencing support (Teams, Cisco, Neat, etc)

* Lead and Provide day-to-day VIP assistance for IT issues, solve problems, answer questions, and explain/demonstrate new IT solutions delivered by Client

* In the absence of VIP support needs, Assist ESD with ad-hoc activities as requested by CLIENT, manage standard incidents via SNOW / provide standard OSS Services including proactive oversight of active OSS incidents / backlogs of the OSS Team * Provide expert knowledge and support in MacOS, iOS, Android, Windows 10 & Windows 11 OS configuration and support, Office 365 (including Exchange, SharePoint, Teams), Outlook, Excel, Word, Visio, and PowerPoint

* Document, maintain, upgrade, or replace hardware.

* Software installation via Software Center, reimaging, and configurations.

* Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment, etc.

* Perform work in compliance within specified manufacturer warranty requirements and schedule manufacturer warranty repairs on-site or remote

* Engage with 3rd party vendor support or CLIENT contacts to resolve technical issues as per scope

* Promptly escalate issues after exhausting all ATOS resources/towers/internal escalation matrix, according to the CLIENT technical specifications.

* Provide training to VIP users on how to operate equipment as requested. Ensure service delivery in accordance with established service level agreements (SLAs) and Key performance Indicators (KPI)Learn, remain current and follow all processes that are documented for support.

* Document work in detail via ServiceNow tickets. Share best practices, including creation of KBA's and providing direction to local OSS promoting standardization

* Document new fixes and procedure and set expectations on their use by OSS

* Availability to perform Walk-up Support including Tech Bar

* Provide strong leadership to the OSS technical team, fostering a collaborative and innovative work environment. Be the person accountable for OSS teams day-to-day operations excluding administrative responsibilities. ATOS should ensure the VIP Lead is supported well and escalations coming from the resource is managed with priority.

* Prioritize and delegate tasks to team members, ensuring that all critical issues are addressed promptly and effectively to meet contracted SLA's

* Coach and mentor lesser skilled resources, including overseeing the OSS SNOW resolver groups, managing backlog or incidents that are at risk of SLA breach or otherwise open longer than expected

Key Responsibilities:

* * Provide day-to-day deskside support to the Executive Staff (C-Suite and their personal assistance) for all technology needs * * This position interfaces directly with the Executives, their staff and troubleshooting their issues to resolution while providing a high level of discretion and professionalism

* * Working with other supporting IT staff to develop solutions for our clients

* * Workplace hardware and software support including desktop, laptop, IPT

* * Maintaining, supporting and the installation of the of all corporate assigned technology