Job Description

We\xe2\x80\x99re AtkinsR\xc3\xa9alis, a world-leading Design, Engineering and Project Management organization. Created by the integration of long-standing organizations dating back to 1911, we are a world-leading professional services and project management company dedicated to engineering a better future for our planet and its people. We create sustainable solutions that connect people, data and technology to transform the world\'s infrastructure and energy systems. We deploy global capabilities locally to our clients and deliver unique end-to-end services across the whole life cycle of an asset including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning and capital. The breadth and depth of our capabilities are delivered to clients in key strategic sectors such as Engineering Services, Nuclear, Operations & Maintenance and Capital.

News and information are available at or follow us on LinkedIn.

Our teams are proud to deliver on some of the most prestigious projects across the world. It\'s thanks to our talented people and their diverse thinking, expertise, and knowledge. Join us and you\'ll be part of our genuinely collaborative environment, where everyone is supported to make the most of their talents and expertise.
When it comes to work-life balance, AtkinsR\xc3\xa9alis is a great place to be. So, let\'s discuss how our flexible and remote working policies can support your priorities. We\'re passionate about are work while valuing each other equally. So, ask us about some of our recent pledges for Women\'s Equality and being a \'Disability Confident\' and \'Inclusive Employer\xe2\x80\x99.

Job Summary

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.

Key Deliverables/Responsibilities

• General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk and manage local IT.
• 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.
• Familiarity with IT Asset and configuration (CI / CMDB) management Processes
• Deploy Laptop / Desktop computers and peripherals, record and track assets document during deployment according to IT Services 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 IT Services 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.

Experience Required

• Minimum 5 years\xe2\x80\x99 experience of IT Service Management 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 IT services being supported.
• Ability to learn, understand, and apply new technologies.
• Strong business focus and customer service skills
• Working knowledge of excel structures.
• Proven experience of data analysis and good numeracy, analytical and reporting skills
• Travel expected to other offices.
• Full time On-site availability required.

Desirable:

Qualifications:

• Certification from Microsoft
• ITIL V4 Foundation Qualification
• Working knowledge of Service Now
• Customer Service Experience
• Graduate Degree in any Technical stream (BE - Computer Science / Electrical, BCA, BSc (Comp Sc.) etc)

What We Can Offer You

• Varied, interesting and meaningful work.
• A hybrid working environment with flexibility and great opportunities.
• Opportunities for training and, as the team grows, career progression or sideways moves.
• An opportunity to work within a large global multi-disciplinary consultancy on a mission to change the ways we approach business as usual.

Why work for AtkinsR\xc3\xa9alis?

We at AtkinsR\xc3\xa9alis are committed to developing its people both personally and professionally. Our colleagues have the advantage of access to a high ranging training portfolio and development activities designed to help make the best of individual\xe2\x80\x99s abilities and talents. We also actively support staff in achieving corporate membership of relevant institutions.

Meeting Your Needs

To help you get the most out of life in and outside of work, we offer employees \xe2\x80\x98Total Reward\xe2\x80\x99.
Making sure you\'re supported is important to us. So, if you identify as having a disability, tell us ahead of your interview, and we\xe2\x80\x99ll discuss any adjustments you might need.
Additional Information
We are an equal opportunity, drug-free employer committed to promoting a diverse and inclusive community - a place where we can all be ourselves, thrive and develop. To help embed inclusion for all, from day one, we offer a range of family friendly, inclusive employment policies, flexible working arrangements and employee networks to support staff from different backgrounds. As an Equal Opportunities Employer, we value applications from all backgrounds, cultures and ability.

We care about your privacy and are committed to protecting your privacy. Please consult our on our Careers site to know more about how we collect, use and transfer your Personal Data.

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Worker Type Employee

Job Type Regular

At SNC-Lavalin, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.

SNC-Lavalin cares about your privacy. SNC-Lavalin and other subsidiary or affiliated companies of SNC-Lavalin (referred to throughout as \xe2\x80\x9cSNC-Lavalin\xe2\x80\x9d) are committed to protecting your privacy. Please consult our on our Careers site to know more about how we collect, use and transfer your Personal Data.

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