Job Overview Job Name: Onsite Support Technician Company: Atos Location: Carretera a General Cepeda 8395, Saltillo, Coahuila, Mexico Job Type: Full-time | Rotating shifts Role Overview: At Atos, the Onsite Support Technician plays a critical role in delivering high‑quality, hands‑on IT support at a client location. The position focuses on resolving end‑user technical issues, maintaining system reliability, and providing excellent customer service. The role follows a rotating shift schedule to ensure continuous operational support. Key Responsibilities Deliver on‑site technical support for desktops, laptops, printers, mobile devices, and peripherals. Troubleshoot and resolve hardware, software, and basic network‑related issues. Install, configure, and maintain operating systems, applications, and updates. Log, track, and resolve incidents and service requests using ServiceNow or similar ITSM tools. Ensure incidents are handled in compliance with defined SLAs. Manage user accounts, including password resets and access permissions. Escalate complex technical issues to appropriate support teams. Maintain clear and accurate technical documentation. Support onboarding and offboarding processes for employees. Ensure adherence to Atos IT policies and security standards. Assist with IT asset management and inventory control. Educational Background Associate degree in IT, Computer Science, or a related discipline, or equivalent professional experience. Professional Experience 2–3 years of experience in technical support, help desk, or desktop support roles. Experience working in an SLA‑driven service environment. Must-Have Qualifications / Skills Experience using ServiceNow or comparable IT ticketing systems. Strong working knowledge of Windows and/or macOS environments. Familiarity with Microsoft 365, Active Directory, and basic networking concepts. Proven ability to diagnose and resolve hardware and software issues. Soft Skills Strong customer service orientation. Clear and professional communication skills. Effective time management and prioritization abilities. Attention to detail and strong documentation skills. Patient, professional, and solution‑focused approach. Good-to-Have Qualifications / Skills Industry‑recognized IT certifications (CompTIA, Microsoft, etc.). Knowledge of VPNs, Wi‑Fi networks, and endpoint security tools. #J-18808-Ljbffr