Senior Systems Engineer – Network-Focused
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Job Description
Senior Systems Engineer serving as GXA’s L3 escalation point for complex MSP infrastructure, cloud, identity, endpoint, and networking issues. Improving service stability, resolution speed, and technical maturity.
Responsibilities:
- Resolve the most complex service and infrastructure issues across client environments
- Own issues through resolution, reducing ticket reassignment, repeated escalations, and cross-team dependencies
- Provide advanced technical support across servers, cloud services, identity, endpoints, and networking
- Serve as the primary escalation point for advanced networking and firewall issues
- Diagnose and resolve issues across Microsoft 365, Azure, Active Directory, Exchange, server infrastructure, virtualization, networking, and firewalls
- Perform end-to-end troubleshooting, root cause analysis, and permanent remediation
- Configure and troubleshoot firewalls, VLANs, routing, switching, VPNs, NAT, and site-to-site connectivity
- Design, configure, and troubleshoot on-premises, cloud, and hybrid infrastructure
- Identify systemic issues and drive permanent fixes to reduce recurring escalations
- Produce clear documentation and resolution notes to improve L1/L2 troubleshooting capability
- Partner with service leadership to improve standards, workflows, and service velocity
- Mentor and provide technical guidance to L1/L2 engineers
Requirements:
- Senior-level MSP support experience with the ability to independently resolve complex tickets across multiple technology domains
- Proven experience working as an L3 or senior escalation engineer in a managed services environment
- Strong, hands-on experience supporting Microsoft 365 and Azure, including identity, access, and core services
- Experience with Active Directory, Exchange, and identity-related troubleshooting
- Experience with Windows Server and common server roles
- Experience with virtualization platforms such as VMware, Hyper-V, or equivalent
- Experience with endpoint management and standard MSP tooling, including RMM, PSA, backup, and security tools
- Demonstrated ability to own tickets end-to-end, perform root cause analysis, and implement permanent fixes
- Solid practical networking experience, including firewall configuration and troubleshooting, VLANs, routing, switching, VPNs, and subnetting
- Strong documentation and communication skills, with the ability to explain technical issues to technical teams and non-technical stakeholders
- Preferred: Deep expertise in networking and firewalls within MSP client environments
- Preferred: Hands-on experience with Fortinet, SonicWall, Meraki, or similar firewall platforms
- Preferred: Experience designing or remediating complex or problematic client networks
- Preferred: Experience supporting hybrid cloud environments and network-integrated cloud services
- Preferred: Experience mentoring or upskilling L1/L2 engineers
- Preferred: Familiarity with automation, scripting, or process improvement initiatives in an MSP
- Preferred: Experience working with offshore or distributed service teams
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