Help Desk Support Tech (Remote) (Saltillo)

Job Name: Onsite Support Technician

Company: Atos

Location: Carretera a General Cepeda 8395, Saltillo, Coahuila, Mexico

Job Type: Full-time | Rotating shifts

Role Overview:

The Onsite Support Technician provides hands-on technical support to end users at a designated client location. This role is responsible for resolving hardware, software, and basic network issues, ensuring systems operate efficiently while delivering a high standard of customer service. The position operates on a rotating shift schedule to ensure full coverage aligned with client requirements.

Key Responsibilities:

- Provide on-site technical support for desktops, laptops, printers, mobile devices, and peripherals
- Diagnose and resolve hardware, software, and basic network issues
- Install, configure, and maintain operating systems, applications, and system updates
- Manage and respond to support requests using ServiceNow or other ITSM tools
- Track, document, and resolve incidents and service requests in line with defined SLAs
- Perform user account management activities, including password resets and access permissions
- Escalate complex or unresolved issues to higher-level support teams as required
- Maintain accurate documentation of issues, resolutions, and technical procedures
- Support employee onboarding and offboarding activities (device setup, access removal)
- Ensure compliance with Atos IT policies and security standards
- Assist with asset management and inventory tracking

Educational Background:

- Associate degree in Information Technology, Computer Science, or a related field, or equivalent practical experience

Professional Experience:

- 2–3 years of experience in a technical support, desktop support, or help desk role
- Experience working in an SLA-driven support environment

Must-have Qualifications / Skills:

- Hands-on experience with ServiceNow or similar ITSM/ticketing tools (e.g., Jira, Remedy, Zendesk)
- Strong knowledge of Windows and/or macOS operating systems
- Familiarity with Microsoft 365, Active Directory, and basic networking concepts
- Proven experience troubleshooting hardware and software issues

Soft Skills:

- Strong problem-solving and analytical abilities
- Excellent communication and customer service skills
- Ability to manage multiple tasks and prioritize effectively
- Detail-oriented with strong documentation practices
- Professional, patient, and user-focused mindset

Good-to-have Qualifications / Skills:

- IT certifications such as CompTIA A+, Network+, or Microsoft certifications
- Knowledge of VPNs, Wi-Fi technologies, and endpoint security tools Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5uy96w