Senior Systems Engineer (L3 - Network-Focused)

The Senior Systems Engineer (L3) at GXA is a highly skilled escalation engineer responsible for resolving complex technical issues within a diverse managed service provider (MSP) environment. This role requires deep expertise in networking, firewalls, and infrastructure but extends beyond networking to cover a broad range of service challenges. Acting as the primary escalation point for the most difficult service issues, the engineer plays a vital role in enhancing overall service delivery by eliminating recurring escalations, reducing cross-team dependencies, and elevating the technical maturity of the service organization. The Senior Systems Engineer works closely with L1/L2 engineers, service leadership, and project teams to troubleshoot advanced problems, improve operational standards, and maintain stable, scalable client environments.

Key Responsibilities

- Act as the senior escalation engineer responsible for resolving the most complex service issues across client environments, regardless of technology domain.
- Own issues through to resolution, minimizing ticket reassignment, repeated escalations, and reliance on multiple teams.
- Provide expert technical support across core MSP platforms and infrastructure, including servers, cloud services, identity management, endpoints, and networking.
- Serve as the primary escalation point for advanced networking and firewall issues, ensuring timely and accurate resolution.
- Diagnose and resolve advanced issues involving Microsoft 365, Azure, Active Directory, Exchange, virtualization platforms, and hybrid environments.
- Lead troubleshooting efforts end-to-end, from root cause analysis to resolution, independently managing complex tickets.
- Specialize in infrastructure and networking by designing, configuring, and troubleshooting environments spanning on-premises, cloud, and hybrid setups.
- Handle advanced networking challenges related to firewalls (Fortinet, SonicWall, Meraki, etc.), VLANs, routing, switching, VPNs, NAT, and site-to-site connectivity.
- Improve service impact and operational efficiency by resolving complex tickets directly, reducing recurring escalations, and driving permanent fixes.
- Produce clear, detailed documentation and resolution notes to enhance the troubleshooting capabilities of L1/L2 engineers.
- Collaborate with service leadership to refine standards, workflows, and service velocity as the organization scales.

Required Qualifications

- Extensive senior-level MSP support experience with a proven ability to independently resolve complex tickets across multiple technology domains.
- Demonstrated success as an L3 or senior escalation engineer within a managed services environment.
- Strong hands-on experience supporting core MSP platforms, including Microsoft 365, Azure (identity and access management), Active Directory, Exchange, Windows Server, and virtualization platforms such as VMware or Hyper-V.
- Proficiency with endpoint management and standard MSP tools, including RMM, PSA, backup, and security solutions.
- Solid practical networking skills, including firewall configuration and troubleshooting, VLANs, routing, switching, VPNs, and subnetting.
- Excellent documentation and communication skills, capable of explaining technical issues clearly to both technical teams and non-technical stakeholders.
- Ability to own tickets end-to-end, perform root cause analysis, and implement permanent solutions.

Preferred Qualifications and Benefits

- Deep expertise in networking and firewall management within MSP client environments.
- Hands-on experience with firewall platforms such as Fortinet, SonicWall, Meraki, or similar technologies.
- Experience designing or remediating complex or problematic client networks.
- Background supporting hybrid cloud environments and integrating network services with cloud platforms.
- Proven ability to mentor and upskill L1/L2 engineers through documentation, shadowing, and technical guidance.
- Familiarity with automation, scripting, or process improvement initiatives in an MSP setting.
- Experience working with offshore or distributed service teams.

This role is critical to GXA’s mission of rapidly improving service efficiency while scaling deliberately. The Senior Systems Engineer will stabilize and strengthen the technical foundation, ensuring growth does not lead to service friction. The successful candidate will have an immediate and measurable impact on ticket resolution speed and escalation volume, contributing significantly to the organization’s ongoing success.