Senior Systems Engineer, Network-Focused
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Job Description
Senior Systems Engineer resolving complex networking and service issues for managed IT company GXA. Collaborating with teams to ensure stable client environments and improve service delivery.
Responsibilities:
- Act as a senior escalation engineer responsible for resolving the most complex service issues across client environments, regardless of technology domain
- Own issues through to resolution, reducing ticket reassignment, repeated escalations, and dependency on multiple teams
- Provide deep technical support across core MSP platforms and infrastructure, including servers, cloud services, identity, endpoints, and networking
- Serve as the primary escalation point for advanced networking and firewall issues when they arise, ensuring rapid and accurate resolution
- Diagnose and resolve advanced issues across common MSP platforms, including:
- Microsoft 365, Azure, and identity services
- Active Directory, Exchange, and core server infrastructure
- Virtualization platforms and hybrid environments
- Networking and firewalls as a primary technical strength
- Own troubleshooting end-to-end, from root cause analysis through resolution, without unnecessary dependency on other teams
- Act as the lead escalation engineer for advanced networking issues when required, including:
- Firewalls (Fortinet, SonicWall, Meraki, etc.)
- VLANs, routing, switching, VPNs, NAT, and site-to-site connectivity
- Design, configure, and troubleshoot infrastructure that spans on-prem, cloud, and hybrid environments, ensuring stability, security, and scalability
- Resolve complex tickets directly rather than deferring or reassigning, improving customer experience and resolution time
- Reduce recurring escalations by identifying systemic issues and driving permanent fixes
- Produce clear documentation and resolution notes that raise the troubleshooting capability of L1/L2 engineers
- Partner with service leadership to improve standards, workflows, and service velocity as GXA scales
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 core MSP platforms, including:
- Microsoft 365 and Azure (identity, access, core services)
- Active Directory, Exchange, and identity-related troubleshooting
- Windows Server and common server roles
- Virtualization platforms (VMware, Hyper-V, or equivalent)
- Endpoint management and standard MSP tooling (RMM, PSA, backup, 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 clearly explain technical issues to both technical teams and non-technical stakeholders.
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