Job Description

EVOCATIVE is a global provider of data center, colocation and managed services looking to continue developing our operations in Hawaii and the Pacific. We are looking for a highly motivated individual interested in joining and growing we us.

The Systems Engineer is a critical role that provides support and expertise to both internal users and external customers and serves as both a subject matter expert and liaison to be the glue within operations. As one of the technical leaders, the Systems Engineer will lead professional services engagements as well as being an escalation point for the Service Desk team.

The primary duties and responsibilities of this role will be performed through a combination of working in the office, onsite at customer premises, and remotely from home. The System Engineer will also work directly with the Help Desk and Support Managers to provide strategic guidance and technical expertise to accomplish department initiatives.

Other duties and responsibilities will be to provide local and onsite support for onboarding projects involving the managed services, network, and data center teams. As the local point of contact and technical liaison, the Systems Engineer will also participate in Professional Services engagements as needed.

ABOUT THE JOB:

• Provide second line of support to customers, consultants, and partners on a ticket has been escalated appropriately. The Systems Engineer will work closely with our worldwide team of skilled Systems, Network and Data Center Engineers to rapidly resolve issues and quickly address customer requests.
• Troubleshoot advanced issues and problems that often affect multiple end-users or systemwide issues. The support engineer will also create root cause analysis reports to document solutions for problems that may re-occur in the future.
• Document technical environments, processes and procedures, testing plans, and project plans for assigned customers. Regularly update the knowledge base to expand self-help tools for the rest of the technical team.
• Monitor and maintain critical systems and services for managed customers and provide guidance on how to properly maintain and automate processes where possible.
• Provide documentation to secure, upgrade, and / or improve the overall experience for the customer.
• The Systems Engineer will participate in service onboarding projects as well as Professional Services engagements.

• 5+ years of IT engineering and support experience, preferably with some experiences in the MSP space
• Solid working knowledge and experience in the major desktop and server operating systems

• Windows 7, 8, 10, 11
• Windows Server 2012, 2016, 2019, 2022
• Red Hat / CentOS / Debian / Ubuntu Linux a plus
• Experience supporting and troubleshooting enterprise systems and protocols

• Microsoft Active Directory / Microsoft Office 365
• Microsoft / Citrix / VMware VDI and Virtualized environments
• DNS / DHCP / RDP / HTTP / FTP and other protocols
• Firewalls / Switches / Storage and other network devices
• Storage, backup, and data protection systems and tools
• Experience with ticketing systems and Remote Management & Monitoring tools
• Excellent communication skills both written and verbal

Evocative