- Diagnose, reproduce and resolve/confirm fixes for complex, critical customer problems for ATOS Public Safety products as part of a 24x7 global, level 3 engineering 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 operational 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
- 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
- Fluency in English
- Strong communication and problem-solving skills
- Work hour/shift flexibility. Readiness to work in morning / evening stand-by. Weekend of rotation basis.
- Work at office location at least three days per week during regular hours.
- Some very limited travel
- Analytical skills for solving complex problems
- Analyzed and troubleshoot complex network routing issues
- Strong Technical background on VoIP Telecommunication protocols:
- Strong experience on installing and Administrating Operating Systems in a remote or a local environment
- Programming skills are a must have or considered as advantage
- Working knowledge of Cloud Computing technologies (Private, Public and Hybrid)
- Proven experience with Virtualization platforms and Containerization.
- Proven experience with Linux/Windows OS
- Strong knowhow in Problem & Incident management
- Extensive computer networking skills
- Working knowledge of the full application development life cycle and agile methodologies.
- Experience with development/quality engineering tooling landscape
- Familiarity with Cybersecurity assurance
- ITIL Foundation certification
- CCNA certification
- Cloud technologies certification (GCP and/or Azure)
- Knowledge in NENA i3 standards
- Knowledge on Next Generation 9-1-1 protocols and testing
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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 Global Vendor Support ( GVS - 3rd Level of Support ) to work for Atos Public Safety 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:
As an GVS engineer [ 3rd Level of Support], you are required to learn the solution architecture and usage in real world customer scenarios. This is NOT a Call Center job and requires high levels of technical depth to troubleshoot problems in areas such as operating systems, networks, databases, applications, protocols and interfaces with third party products.
Main Responsibilities:
Education & Profile:
Technical Skills:
SIP (Session Initiation Protocol), TCP (transmission control protocol), UDP (unified datagram protocol) RTP(real time protocol), WebRTC (Web Real-Time Communication) etc),
Additional skills to be considered as advantages:
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.
