System Engineer
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Key skills for this role
About the Role
Atom Technology seeks a System Engineer to own ITSM and Service Desk operations, providing hands-on L1/L2 support and driving service improvement. The role involves implementing and maintaining the ITSM platform, managing SLAs, and supporting Mac/iOS environments.
Key Skills for This Role
Responsibilities
- Implement and maintain the ITSM Service Desk operating model and platform configuration end to end
- Maintain a continual improvement backlog and drive improvements through to completion
- Operate the self service portal and ensure service request patterns are standardised
- Integrate and maintain Problem and Change processes, including Major Incident handling
- Establish and maintain operational reporting packs and dashboards
- Support MSP onboarding and monitor SLA compliance
- Own the Incident Management process and act as Major Incident Manager during crises
- Build and maintain the knowledge base to reduce ticket volumes and improve first contact resolution
- Own the CMDB class dictionary and lifecycle states; enforce CI selection
- Provide L1/L2 incident and request handling with high communication quality
- Coordinate sourcing/RFQs, vendor engagement, and manage purchasing workflow
Requirements
- 5 10 years experience in a similar role
- Strong experience designing complex SaaS platforms
- Strong ITSM and Service Desk management and/or implementation experience (Incident/Request/Problem/Change/Knowledge)
- Hands on experience configuring and operating an ITSM platform
- Mac and iOS support experience in an enterprise environment
- Demonstrated hands on L1/L2 end user support experience in a service desk environment
- SLA reporting discipline: dashboards, breach monitoring, and continual service improvement actions
- Experience implementing or operating CMDB/Asset processes
- Strong documentation and process mapping skills
- Comfortable coordinating with external service providers (MSP)
Full Job Posting
Role Summary
- This role is the internal owner for IT Service Management (ITSM) and Service Desk operations and implementation, with hands on L1/L2 support responsibilities.
- The role focuses on service experience, reporting, SLA governance, knowledge management, CMDB process ownership, and service catalogue administration.
Service Desk Implementation & Continued Improvement
- Implement and maintain the ITSM Service Desk operating model and platform configuration end to end (modules, workflows, forms, SLAs/OLAs, routing rules, categories, and automation).
- Maintain a continual improvement backlog (process pain points, automation opportunities, service quality improvements) and drive improvements through to completion.
- Ensure service desk practices remain consistent as the organisation scales (standardisation and repeatable delivery).
ITSM & Service Desk Operation
- Operate the self service portal and ensure service request patterns are standardised and easy to use.
- Integrate and maintain Problem and Change processes, including Major Incident handling enablement.
- Ensure ticket quality: correct categorisation, priority, CI selection, clear communications, and closure notes.
Reporting & Metrics
- Establish and maintain operational reporting packs and dashboards (SLA compliance, backlog, ticket quality, trends, and CSAT where used).
- Produce regular reports for management review and continuous improvement (monthly summary; weekly exceptions/breaches where required).
- Use reporting to identify recurring issues, route root cause analysis, and reduce ticket volume over time.
MSP Onboarding & SLA Governance
- Support MSP onboarding: process mapping, catalogue items, access enablement, documentation handover.
- Monitor SLA compliance: dashboards, breach alerts, root cause trend reviews, and continuous improvement actions.
- Coordinate operational handovers and ensure consistent ticket ownership and closure quality when MSP is engaged.
Incident Management, DR/BC Support & Communications
- Own the Incident Management process and act as the Major Incident Manager/facilitator during crises.
- Run stakeholder communications cadence, status updates, and incident notifications; coordinate MSP actions.
- Ensure BCP activation workflows and contact/on call rosters are maintained in FreshService; schedule PIR logistics.
- Create and maintain communications templates and checklists linked to services/CIs in the CMDB.
Knowledge Management & Automation
- Build and maintain the knowledge base (end user and agent facing) to reduce ticket volumes and improve first contact resolution.
- Implement auto assignment rules, request templates, and workflow automation; improve intake routing and reduce misrouted tickets.
- Maintain regular knowledge review cycles and ensure content stays current with platform/process changes.
CMDB Process Ownership & Data Quality
- Own the CMDB class dictionary and lifecycle states; define data quality rules.
- Enforce CI selection in tickets/changes and run monthly CMDB data quality reviews with published dashboards.
- Coordinate with technical owners to ensure key CIs/services and dependencies are represented for impact analysis and audit evidence.
Standard Support Engineer Duties (L1/L2 Support)
- Provide L1/L2 incident and request handling with high communication quality, ensuring correct categorisation and routing in the ITSM tool.
- Provide Mac and iOS end user support (device setup, troubleshooting, user guidance) as part of standard support coverage.
- Develop and maintain knowledge base (KB) articles and keep CMDB records updated as part of ticket resolution and continual improvement.
- Support major incident execution by assisting with war room note taking/timeline capture and ensuring actions are recorded and tracked to closure in ITSM.
- Execute end user restoration activities (re image/re provision devices, access restoration validation) and ensure evidence is captured through ITSM workflows.
Procurement & General Administration
- Coordinate sourcing/RFQs, vendor engagement, and quote comparison to support procurement recommendations.
- Manage purchasing workflow end to end (CAF/approvals/PO), validate deliveries and invoices, and coordinate with Finance for payment processing.
- Maintain renewal tracking and a complete, auditable evidence repository (quotes/approvals/POs/invoices/vendor docs) aligned to asset/service records and Finance registers.
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