Atlas Technica

Systems Engineer

• Provide remote and onsite IT support and technical assistance to users across assigned client environments
• Manage and resolve support requests through the organization’s ticketing system
• Troubleshoot end-user issues involving Microsoft Windows, Microsoft Office, desktops, laptops, mobile devices, peripherals, and related workplace technologies
• Administer and support Microsoft 365 environments, including Exchange Online, SharePoint Online, Microsoft Intune, Microsoft Teams, and Microsoft Entra ID
• Support Microsoft Windows Server, Active Directory, Group Policy, identity, access, and endpoint-management technologies
• Troubleshoot networking, virtualization, cybersecurity, and infrastructure-related issues
• Support endpoint protection and threat-management technologies
• Identify when technical issues require escalation and collaborate with Senior Systems Engineers and other technical resources through resolution
• Maintain accurate ticket notes, technical documentation, procedures, and client-environment information
• Follow Atlas Technica and client security standards, technical requirements, documentation expectations, and strict change-control procedures
• Communicate proactively with users and internal teams regarding issue status, resolution, risks, and follow-up
• Participate in onsite infrastructure initiatives and project-related work as required

Business Analyst

• Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog reduction
• Identify recurring incidents, trends, and systemic issues requiring Problem Management
• Facilitate Root Cause Analyses and ensure complete, client-ready documentation
• Support Major Incident Management by coordinating resources, opening incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks
• Monitor client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and operational indicators
• Prepare and lead client Quarterly Business Reviews covering service performance, trends, risks, incidents, problems, and improvement initiatives
• Own and drive Service Improvement Plans and corrective-action initiatives
• Deliver timely service reporting and dashboards and translate performance data into actionable insights
• Support policy-compliance reviews, audit preparation, process-adherence checks, evidence requests, and corrective actions
• Track ITIL-aligned process adherence and document gaps, exceptions, risks, and recommended improvements
• Develop and improve playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices
• Coordinate across NOC, Resource Coordination, Support, Onboarding, Service Operations, Talent Development, and other teams
• Communicate service status, risks, dependencies, actions, and recommendations to technical teams, business stakeholders, leadership, and clients

Service Management Analyst

• Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog-reduction initiatives
• Identify recurring incidents, trends, and systemic issues requiring Problem Management and coordinate follow-through
• Facilitate Root Cause Analyses and ensure complete, client-ready documentation
• Support Major Incident Management by coordinating resources, opening incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks
• Monitor client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and other operational indicators
• Prepare and lead client Quarterly Business Reviews covering service performance, trends, risks, incidents, problems, and improvement initiatives
• Own and drive Service Improvement Plans and corrective-action initiatives
• Deliver accurate, timely service reporting and dashboards and translate performance data into actionable insights
• Support policy-compliance reviews, audit preparation, process-adherence checks, evidence requests, and corrective actions
• Track ITIL-aligned process adherence and document gaps, exceptions, risks, and recommended improvements
• Partner with Service teams to create and improve playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices
• Coordinate across NOC, Resource Coordination, Support, Onboarding, Service Operations, Talent Development, and other teams
• Communicate service status, risks, dependencies, actions, and recommendations to technical teams, business stakeholders, leadership, and clients

• Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog-reduction initiatives
• Identify recurring incidents, trends, and systemic issues requiring Problem Management and coordinate follow-through
• Facilitate Root Cause Analyses and ensure complete, client-ready documentation
• Support Major Incident Management activities by coordinating resources, opening incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks
• Monitor client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and operational indicators
• Prepare and lead client Quarterly Business Reviews covering service performance, trends, risks, incidents, problems, and improvement initiatives
• Own and drive Service Improvement Plans and corrective-action initiatives
• Deliver timely service reporting and dashboards and translate performance data into actionable insights
• Support policy-compliance reviews, audit preparation, process-adherence checks, evidence requests, and corrective actions
• Track adherence to ITIL-aligned processes and document gaps, exceptions, risks, and recommended improvements
• Create and improve playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices
• Coordinate across NOC, Resource Coordination, Support, Onboarding, Service Operations, Talent Development, and other teams
• Communicate service status, risks, dependencies, actions, and recommendations to technical teams, business stakeholders, leadership, and clients

• Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog-reduction initiatives
• Identify recurring incidents, trends, and systemic issues requiring Problem Management and coordinate follow-through
• Facilitate Root Cause Analyses and ensure complete, client-ready documentation
• Support Major Incident Management activities, including coordinating resources, opening incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks
• Monitor client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and other operational indicators
• Prepare and lead client Quarterly Business Reviews covering service performance, trends, risks, incidents, problems, and improvement initiatives
• Own and drive Service Improvement Plans and corrective-action initiatives
• Deliver timely service reporting and dashboards and translate performance data into actionable insights
• Support policy-compliance reviews, audit preparation, process-adherence checks, evidence requests, and corrective actions
• Track adherence to ITIL-aligned processes and document gaps, exceptions, risks, and recommended improvements
• Partner with Service teams to create and improve playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices
• Coordinate across NOC, Resource Coordination, Support, Onboarding, Service Operations, Talent Development, and other teams
• Communicate service status, risks, dependencies, actions, and recommendations to technical teams, business stakeholders, leadership, and clients

• Provide advanced remote IT support and technical assistance across assigned client environments
• Serve as an escalation point for Junior Systems Engineers and Systems Engineers
• Mentor engineers through troubleshooting, knowledge sharing, documentation, and support best practices
• Manage and resolve complex support requests through the ticketing system
• Administer Microsoft 365 technologies, including Exchange Online, SharePoint Online, Microsoft Intune, Microsoft Teams, and Microsoft Entra ID
• Support Microsoft Windows Server environments, Active Directory, Group Policy, identity and access management, and endpoint-management technologies
• Troubleshoot networking, virtualization, cybersecurity, cloud, and infrastructure-related issues
• Support Microsoft Azure workloads and contribute to cloud and infrastructure initiatives
• Implement and support enterprise networking technologies, including firewalls, switches, and wireless infrastructure
• Balance technical escalations, support tickets, project work, and research or improvement initiatives
• Maintain and improve technical documentation, procedures, wiki articles, and build standards under strict change-control requirements
• Evaluate emerging technologies and recommend improvements to technical standards, support capabilities, and client environments
• Collaborate with engineers, Client Technology Managers, and technical teams to resolve escalations and maintain client environments

Systems Engineer

Service Management Analyst

Service Management Analyst

Service Management Analyst

Service Management Analyst

Senior Systems Engineer – West Coast