As one of the world’s leading consultancies operating in the built and natural environment, we offer unparalleled opportunities for talented individuals in search of a rewarding career both in India and around the world. Atkins India is committed to design excellence in the delivery of first-class solutions which combine innovation, imagination and best practice.
Atkins is a member of SNC Lavalin Organization. Founded in 1911, SNC-Lavalin is a global, fully integrated professional services and project management company and a major player in the ownership of infrastructure. The combined entity of Atkins and SNC-Lavalin has created one of the largest global engineering and project management consultancies with approximately 50,000 employees and operating across 50 countries.
The Desk Side and Technology Support Engineer is responsible for the resolution of all 2nd Line incident and service requests. They will have a good understanding of technology and demonstrate excellent customer service skills.
What will you contribute?
To perform this role successfully, the individual will be responsible for but not limited to the following:
- General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk.
- Management of all 2nd line incidents and requests assigned to their queue in Service Now.
- Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines.
- Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures.
- Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests.
- Troubleshooting a range of application and telephony issues: investigating, diagnosing faults, and working through to resolution.
- Support the set-up of new offices, sites or projects across the local region.
- Support the Senior Desk Side and Technology Support Engineer Ensure in the maintenance of all local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments.
- Develop, review and improve processes to maximize efficiencies within the team.
- Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary.
- Ability to deliver training to audiences across the local region.
- Support and adhere to processes outlined in the Business Management System.
- Provide weekly/daily reports/time reporting and updates on current issues.
- Ability to communicate at all levels within the company.
How will you contribute to the team?
- At least 2 years’ experience of IT Service Management principles and processes.
- High level of proficiency and knowledge of working in a Corporate IT environment.
- Experience of working to (and exceeding) Service Level Agreements.
- Broad technical understanding of IS services being supported.
- Ability to learn, understand, and apply new technologies.
- Strong business focus and customer service skills.
- Travel expected to other offices.
- Qualifications: Certification from Microsoft.
- ITIL V3 Foundation Qualification.
- Working knowledge of Service Now.
- Customer Service Experience.
What we offer at Atkins?
At Atkins, you will enjoy a robust rewards package which includes:
- Opportunity to work on various projects of various sizes.
- Competitive salary.
- Group Insurance.
- Employee Assistance Program (EAP).
- Learning and development programs, training, career opportunities.
The masculine gender is used only to simplify the wording.
Atkins is an equal opportunity, drug-free employer committed to diversity in the workplace. EOE/Minorities/Females/Vet/Disability.
In today’s global market, diverse groups make better decisions and that better decisions lead to better business results, as such Atkins proactively recruiting and onboarding candidates from a diverse and talented applicant pool.
Please review Atkins Equal Opportunity Statement here:
https://careers.snclavalin.com/equal-opportunities-statement
Atkins cares about your privacy and are committed to protecting your privacy. Please consult our Privacy Notice on our Careers site to know more about how we collect, use and transfer your Personal Data.
Note to staffing and direct hire agencies:
In the event a recruiter or agency who are not on our preferred supplier list submits a resume/candidate to anyone in the company, SNC-Lavalin family of companies, we explicitly reserve the right to recruit and hire the candidate(s) at our discretion and without any financial obligation to the recruiter or agency. https://careers.snclavalin.com/recruitment-agencies
