technical engineer

6 days ago

Irving, Texas, United States Atos Full time $90,000 - $120,000 per year

About Atos Group

Atos Group is a global leader in digital transformation with c. 70,000 employees and annual revenue of c. € 10 billion, operating in 67 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high-performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos is a SE (Societas Europaea) and listed on Euronext Paris.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

Job Title: NG911 GVS (Global Vendor Support) Engineer
Onsite (Boca Raton, Florida):
Atos Public Safety (APS) is seeking a Global Vendor Support (GVS - 3rd Level of Support) candidate to join a highly dynamic and passionate team responsible for providing Next Generation NG911/112 solutions and services to local and state Public Safety agencies in the US. Atos Public Safety is the leader in the transformation of existing Public Emergency Services into next generation solutions providing state of the art technology for fast and accurate delivery of Emergency Services information including voice, text, data and video to Public Safety Answering Points (PSAP's) and First Responders.

Primary Responsibilities:

• Diagnose, reproduce and facilitate resolution for complex, critical, technical customer issues for the ATOS Public Safety NG911 Solution, as a member of a 24x7 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, working directly with NG911 R&D Software Development when required to ensure customer business continuity and CSAT.

• Working jointly with APS Software Quality Engineering Teams on improvement of our overall products and solutions quality.

• Obtain through knowledge transfer and maintain an in-depth understanding of ATOS Public Safety (APS) products' technology, architecture and implementation. Supporting, growing and providing practical knowledge to our level 2 support groups (NOC).

• Act as the "voice of the customer" towards our Product Teams, driving issues resolution and feature requests.

Education & Profile Requirements:

• University degree (BSc) in Software Engineering/Computer Science or similar discipline.

• 5+ years of professional experience in a Software/Quality/Support Engineering, preferably within the telecommunications and/or Public Safety domain.

• Demonstrated customer service commitment.

• Strong written and verbal communication skills.

• Strong analytical skills required to solve complex problems in a timely manner.

• Work hour/shift flexibility and readiness to engage mornings, evenings, stand-by/on-call and weekend rotations.

• Hybrid work possible with office location presence 2-3 times per week during regular hours.

Technical Skills:

• Expertise in Linux/Windows OS's

• LAN/WAN network architecture and debugging skills

• Routers, switches and Firewall configuration and operations

• Strong Technical background in VoIP / SIP telecommunication protocols:
o Session Initiation Protocol (SIP), Transmission Control Protocol (TCP), Unified Datagram Protocol (UDP), Real Pime protocol (RTP), Web Real-Time Communication (WebRTC)

• Programming and scripting skills.

• Working knowledge of Cloud Computing Technologies ( GCP, Azure, AWS ). Application deployment and operations skills.

• Proven experience with Virtualization (VMware).

• Strong knowledge and experience in Problem & Incident management and resolution.

Additional skills and certifications to be considered as a plus:

• CCNA certification or equivalent.

• Working knowledge of full application development life cycle and Agile methodologies.

• Knowledge in NENA i3 Public Safety Standards.

• Knowledge of Next Generation 911 (NG911) protocols and testing.

• ITIL Foundation certification a plus.

• Cloud technologies certification (GCP and/or Azure) a plus.

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.

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