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.

(US Remote Position)

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 solutions and services to local and state Public Safety agencies in the US.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

Work Experience:

• 2+ years experience supporting NG911 call handling systems in live PSAP environments.

• Expert level of Linux/Windows OS

• LAN/WAN network architecture and debugging skills

• Strong familiarity with computer networks, voice systems.

• 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)

• Working knowledge of Cloud Platforms ( GCP preferred )

• Proven experience with Virtualization ( VMware )

• Strong knowhow in Problem & Incident management

Additional skills and certifications to be considered as advantages:

• CCNA certificationor 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

Other Requirements:

• Must be located within the continental US

• 2 - 4 year degree in Software Engineering/Computer Technology Science or similar discipline.

• 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.

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.

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

Here at Atos, diversity and inclusion are embedded in our DNA. 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. more on our CSR commitment.

Choose your future. Choose Atos.