Senior Systems Engineer (L3 - Network-Focused)

Role Overview

The Senior Systems Engineer (L3) at GXA is a highly experienced, hands-on escalation engineer responsible for resolving complex technical issues across a broad MSP environment. While this role brings deep expertise in networking, firewalls, and infrastructure, it isnot limited to networking work. Instead, this engineer serves as the primary escalation point for the most challenging service issues and plays a critical role in strengthening overall service delivery.

This position exists toeliminate recurring escalations, reduce cross-team dependencies, and raise the technical maturity of the service organization. The Senior Systems Engineer partners closely with L1/L2 engineers, service leadership, and project teams to troubleshoot advanced issues, improve standards, and ensure stable, scalable client environments.

The ideal candidate hasstrong, practical networking expertise andsolid mid-to-high level experience across standard MSP support, including servers, cloud services, identity, endpoint management, and core business applications. Networking escalations will be a key responsibility, but day-to-day work will span a wide range of service issues and technical mentorship.

Core Focus of the Role

• Act as a senior escalation engineer responsible forresolving 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 acrosscore MSP platforms and infrastructure, including servers, cloud services, identity, endpoints, and networking
• Serve as theprimary escalation point for advanced networking and firewall issues when they arise, ensuring rapid and accurate resolution

Key Responsibilities

Advanced Technical Execution

• Serve as the final escalation point forcomplex service and infrastructure issues across client environments, spanning servers, cloud services, identity, endpoints, and networking
• 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

Infrastructure & Networking Specialization

• Act as thelead 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 spanson-prem, cloud, and hybrid environments, ensuring stability, security, and scalability

Service Impact & Operational Efficiency

• 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

Required Skills & Experience

• Senior-level MSP support experience with the ability to independently resolve complex tickets across multiple technology domains
• Proven experience working as anL3 or senior escalation engineer in a managed services environment
• Strong, hands-on experience supportingcore 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 toown 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

Preferred Skills & Experience

• Deep expertise innetworking and firewalls within MSP client environments
• Hands-on experience with firewall platforms such as Fortinet, SonicWall, Meraki, or similar
• Experience designing or remediatingcomplex or problematic client networks
• Background supportinghybrid cloud environments and network-integrated cloud services
• Experience mentoring or upskilling L1/L2 engineers through documentation, shadowing, or technical guidance
• Familiarity with automation, scripting, or process improvement initiatives in an MSP
• Experience working in organizations leveragingoffshore or distributed service teams

Why This Role Matters at GXA

GXA is improving service efficiency rapidly and scaling intentionally. This role exists tostabilize and strengthen the technical core so growth does not create downstream service friction. The right hire will have immediate, measurable impact on ticket resolution speed and escalation volume.