Job Description

Atkins, a member of SNC Lavalin Organization, is one of the world's leading consultancies operating in the built and natural environment. You might know us for the great work we do across our wide variety of projects. We're proud to say it's thanks to our people's diversity of thought, expertise and knowledge. We offer unparalleled opportunities for talented individuals in search of a rewarding career both in India and around the world. And when you join us, you'll be a part of this genuinely collaborative environment, where everyone's voice is valued and treated equally.

We are looking for a dynamic and enthusiastic self-starter to join our team as a Support Analyst. This role will be based at our Atkins office in Bangalore, IN.

You will answer queries on basic technical issues and offer advice to solve them.An excellent Support Analyst must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be client-oriented and patient to deal with difficult clients.

The goal is to create value for clients with fast responses and problem solving. The ideal candidate will work with projects and corporate super users and other internal IT application teams.

What will you contribute?

To perform this role successfully, the individual will be responsible for but not limited to the following:

• Serve as the first point of contact for clients seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by clients.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update client status and information.
• Pass on any feedback or suggestions by clients to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Primary support for Agile applications and Automated processes implemented across Sectors and Business Units.
• Create and maintain Fast Formulas, Forms and Reports.
• Debug production issues and resolve them quickly with permanent fixes.
• Document all requests and ensure that the project management process methodology is adhered to including submission/updates to the client board as required.
• Create and manage Support Service Requests as and when required.

How will you contribute to the team?

• Proven experience as a help desk technician or other customer support role.
• Tech savvy with working knowledge of office automation products, databases, and remote control.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Bachelor's in computer science, Engineering or equivalent.
• Experience dealing with a complex IT Ecosystem.
• Strong analytical, design and documentation skills.
• Experience with AgilePoint NX/7 process automation is an asset.
• Basic programming (C#), Configuration and hands on experience is an asset.
• Speaking French language is an asset.
• Proficiency in English.
• Strong verbal and written communication skills, good listener.
• Intermediate technical background (SQL, Excel, Visio).
• Understanding business processes.
• Customer focus.
• Analytical mind.
• Solution oriented.
• Working with IT outsourcing partners.
• Capacity to function in a changing environment.
• Act as a change agent.

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.

Why work for Atkins?

Atkins is one of the world's most respected design, engineering and project management consultancies. Atkins has been providing infrastructure planning, engineering, construction, environmental consulting, urban planning, architecture, and program management services to public and private clients across the globe for more than 50 years. Atkins has the depth and breadth of expertise to respond to the most technically challenging and time-critical infrastructure projects and the urgent transition to a low-carbon economy.

Additional Information:

Atkins is 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.

Atkins cares 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.

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. .

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.

#AtkinsIndiaRecruitment

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 "SNC-Lavalin") 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.

By submitting your personal information to SNC-Lavalin, you confirm that you have read and accept our Privacy Notice.