Support Analyst

As one of the world’s leading consultancies operating in the built and natural environment, we offer unparalleled opportunities for talented individuals in search of a rewarding career both in India and around the world. Atkins India is committed to design excellence in the delivery of first-class solutions which combine innovation, imagination and best practice.

Atkins is a member of SNC Lavalin Organization. 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.

We are looking for a competent Support Analyst to provide fast and useful technical assistance on computer systems. 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.

The masculine gender is used only to simplify the wording. 

Atkins is an equal opportunity, drug-free employer committed to diversity in the workplace.  EOE/Minorities/Females/Vet/Disability.

In today’s global market, diverse groups make better decisions and that better decisions lead to better business results, as such Atkins proactively recruiting and onboarding candidates from a diverse and talented applicant pool.

Please review Atkins Equal Opportunity Statement here:

https://careers.snclavalin.com/equal-opportunities-statement

Atkins cares about your privacy and are committed to protecting your privacy. Please consult our Privacy Notice 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. https://careers.snclavalin.com/recruitment-agencies