ATOS IT Services & Solutions, Inc. Job Details in Mexico

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Job DetailsHelp Desk Agent IV

Reference no.





MX - Mexico Wide


MX - San Nicolas

Position Type


Job Area

IT Support

Job Type

Full Time



Company Information

Atos is a leader in digital services with annual revenue of € 12 billion and 100,000 employees in 72 countries. Serving a global client base, Atos offers Consulting & Systems Integration, Managed Services & BPO, Cloud, Big Data & Cyber-security solutions. With deep technology expertise and industry knowledge, Atos works with clients across many 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. In addition, Atos is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Bull, Canopy, Unify and Worldline.

Atos offers a broad professional perspective and the opportunity to build a rewarding career across either the technical or business paths. With our worldwide presence and our broad range of professional services, Atos provides training programs across all our competencies and markets worldwide for employees in all stages of their career. In addition, we offer programs that are focused on engaging and developing people who are at the beginning of their career through internships and graduate opportunities.

For more information, please see the Atos corporate web site:

Atos is an EEO employer, providing employment opportunity regardless of race, color, religion, sex, age, national origin veteran status, disability or other factors protected by law.

Job Description

  • Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution

  • Applies understanding and knowledge of information systems products and services to assist users

  • Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems

  • Coordinates referrals to appropriate technical, professional, or service personnel

  • Receives and prioritizes issues and forwards using appropriate escalation procedures

  • All other duties as assigned

In addition to the above duties, the higher levels within this job family may also perform the following:

  • Provides functional or task leadership

  • Coordinates special projects and system upgrades

  • Briefs customers and/or management on the status of resolution efforts

  • Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel

  • Recommends system or process improvements, including procedures, training, and enhanced documentation


Job Requirements

  • High level of Portuguese, Spanish and English language written and spoken

  • Has developed knowledge and skills through formal training.

  • Identifies problems in straightforward situations, and makes sound decisions using standard procedures.

  • Works within established procedures with a moderate degree of supervision.

  • Intermediate level job with some work experience.

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