support engineer - Boca Raton, United States - Atos

Description

The future is our choice
At Atos, as the global leader in secure and decarbonized digital, our purpose is to help design the future of the information space. Together we bring the diversity of our people's skills and backgrounds to make the right choices with our clients, for our company and for our own futures.

(Onsite Position in Boca Raton, Florida)

We're looking for a Global Vendor Support ( GVS - 3rd Level of Support ) candidate to join a highly dynamic and passionate team responsible for providing Next Generation 911/112 solutions and services to local and state Public Safety agencies in the US and Europe. Atos Public Safety is the leader in the transformation of existing Emergency Services into the next generation solution providing state of the art technology for fast and accurate delivery of emergency information including voice, data and video to first responders.

What will you be doing:

• Diagnose, reproduce and facilitate resolution for complex, critical customer problems for the ATOS Public Safety NG911 Solution as part of a 24x7 global level 3 technical support team
• Ensure that OLA (Operation Level Agreement) thresholds for problem ticket handling are consistently met
• Engage in critical operations tasks on customer deployments and enable Development when required to ensure customer business continuity
• Work jointly with software/quality engineering teams on improving the product quality by providing improvement suggestions
• Obtain and maintain an in-depth understanding of ATOS Public Safety products' technology, architecture and implementation. Help transfer knowhow to level 2 support group
• Act as the "voice of the customer" towards product teams for recurring issues or feature requests

Education & Profile:

• University degree (BSc) in Software Engineering/Computer Science or similar discipline
• 5+ years of professional experience in a Software/Quality/Support Engineering position, preferably within the telecommunications and/or Public Safety domain
• Demonstrated customer service commitment
• Strong written and verbal communication skills
• Strong analytical skills for solving complex problems
• Work hour/shift flexibility. Readiness to work in morning / evening stand-by. Weekend of rotation basis.
• Hybrid work possible with office location presence 2-3 times per week during regular hours.

Technical Skills:

• Expertise of Linux/Windows OS
• LAN/WAN network architecture and debugging skills
• Routers, switch and Firewall configuration and operation
• Strong Technical background on VoIP Telecommunication protocols:
• SIP (Session Initiation Protocol), TCP (transmission control protocol), UDP (unified datagram protocol) RTP (real time protocol), WebRTC (Web Real-Time Communication)

Programming and scripting skills

• Working knowledge of Cloud Computing technologies ( GCP, Azure, AWS ). Application deployment and operations.
• Proven experience with Virtualization ( VMware )
• Strong knowhow in Problem & Incident management
• Working knowledge of the full application development life cycle and agile methodologies.

Additional skills and certifications to be considered as advantages:

• CCNA certification or equivalent.
• Cloud technologies certification (GCP and/or Azure)
• Knowledge in NENA i3 standards
• Knowledge on Next Generation 9-1-1 protocols and testing
• ITIL Foundation certification

Rewards and Benefits:

•Join t in groundbreaking digital projects, where you will craft the future of technology and positively impact our clients and society.

•Wellbeing programs & work-life balance - integration and passion sharing events.

•Opportunities for professional growth and career advancement.

•Benefits platform -culture, shopping, sport, etc.

•Continuous learning programs and online courses.

•Possibility to participate to charity and eco initiatives.

Career Path

At Atos, as a global leader in secure and decarbonized digital business technology, our purpose is to help design the future of the information space.

Together we bring the diversity of our people's skills and backgrounds to make the right choices with our clients, for our company and for our own futures.

At Atos, the future is our choice.

Choose your career - Atos

If you're ready to embark on this exciting adventure with us, sign in on

Here at Atos, diversity and inclusion are embedded in our DNA. Read more about our commitment to a fair work environment for all.

Atos is a recognized leader in its industry across Environment, Social and Governance (ESG) criteria. Find out more on our CSR commitment.

Choose your future. Choose Atos.

Learn more about us
At Atos, we embrace diversity as the ultimate engine of ingenuity for our clients, and we constantly strive to create a culture where people feel supported and encouraged. Read more about our commitment here.

Whether it is fighting climate change, promoting digital inclusion, or ensuring trust in data management - tech for good sits at the core of our identity. With numerous global recognitions for our ESG practices, we are committed to building a better future for all by harnessing the power of technology. Learn more here