Senior Systems Engineer – Network-Focused
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Job Description
Senior Systems Engineer at GXA focusing on resolving complex technical issues across MSP environments. Collaborating with engineers and ensuring stable client environments.
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
- 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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