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Seattle, Washington - USD Full Time Posted by: Atos Posted: Thursday, 14 October 2021
 
 

About Atos

Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of 12 billion. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.

Position Mobile IT Support Specialist

Location On-Site Seattle, WA

Summary

The IT Support Specialist - Mobile is responsible for providing high quality customer service and technical support to all foundation IT users for their mobile technology. This position requires the delivery of support up to a Tier 2 level to users both in person as well as on the phone, and through other appropriate technologies as needed. This role is responsible for providing both client support and vendor oversight for the foundations mobile device program including but not limited to billing, inventory, procurement and documentation.

Responsibilities

Provide excellent customer service, via phone and in person, concerning all aspects of technology provided by the IT department, escalating as needed.

Record all customer contacts, questions, and problems in the ticketing system including impact and priority.

Record problem symptoms and status information in a timely fashion, and communicate internally within the IT department and externally with the customer and vendor partners through resolution.

Conduct problem determination using documented procedures and available tools.

Initiate escalation as appropriate to ensure management awareness of problems that are severe in nature or that are exceeding documented targets.

Provide oversight to external service providers to ensure the needs of foundation staff are being met within targeted SLA's.

Resolve trouble tickets as escalated by Tier 1 support.

Provide status to customers of assigned tickets.

Manage the lifecycle of mobile phone hardware and accessories including ordering, deployment, recovery, RMA and disposal.

Provide technical project support as necessary.

Other tasks and duties as assigned.

Some after hours or on call work may be required of this role.

Qualifications

2+ years of related IT support and customer support experience, including support of mobile devices.

Strong knowledge of mobile operating systems (iOS, Android).

  • Strong knowledge of Cellular technologies (GSM, CDMA, SMS, 4G, mobile broadband). Understanding of provisioning, programming, management and support of iOS/Android.
  • Strong knowledge of Microsoft Office products (Office 365); Internet and email.
  • General knowledge of Microsoft enterprise collaboration and management tools eg SharePoint, Teams, Active Directory, Exchange.

Seattle, Washington, United States of America
IT
USD
Atos
Atos
JS1327634150
10/14/2021 2:35:12 PM


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