Atos

Onsite Support Technician

Atos

full-time

Posted on:

Location Type: Office

Location: Monterrey • Mexico

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Tech Stack

ITSMMacOSServiceNow

About the role

  • Provide on-site technical assistance for desktops, laptops, printers, mobile devices, and peripherals.
  • Diagnose and resolve hardware, software, and basic network issues.
  • Install, configure, and maintain operating systems, applications, updates, and patches.
  • Manage support requests through ServiceNow or other IT ticketing platforms.
  • Track, document, and close incidents and service requests in alignment with SLAs.
  • Perform user account administration, including password resets, access permissions, and email setup.
  • Support employee onboarding and offboarding (device setup, access provisioning/removal).
  • Deliver excellent customer service with a professional, patient, and user-focused approach.
  • Escalate complex technical issues to higher-level support teams when needed.
  • Coordinate with cross-functional IT teams to ensure seamless service delivery.
  • Maintain accurate documentation of troubleshooting steps, resolutions, and procedures.
  • Ensure compliance with IT standards, company policies, and security guidelines.
  • Assist with asset inventory control, device tracking, and lifecycle management.
  • Contribute to continuous improvement through careful documentation and process alignment.

Requirements

  • Associate degree in IT, Computer Science, or related field (or equivalent experience).
  • 2–3 years of experience in technical support or help desk roles.
  • Hands-on experience with ServiceNow or similar ITSM 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 ability to troubleshoot hardware and software issues effectively.
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootinghardware diagnosissoftware diagnosisnetwork issues resolutionoperating systems installationapplication configurationuser account administrationpassword resetsaccess permissions management
Soft Skills
customer serviceprofessionalismpatienceuser-focused approachcommunicationcollaborationdocumentationproblem-solvingattention to detailcontinuous improvement
Certifications
Associate degree in ITAssociate degree in Computer Sciencerelated field certification