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 is not limited solely to networking tasks. The engineer acts as the primary escalation point for the most challenging service issues, playing a vital role in enhancing overall service delivery. The position focuses on eliminating recurring escalations, reducing cross-team dependencies, and elevating the technical maturity of the service organization. The Senior Systems Engineer collaborates closely with L1/L2 engineers, service leadership, and project teams to troubleshoot advanced problems, improve operational standards, and maintain stable, scalable client environments. The ideal candidate brings strong practical networking skills alongside solid mid-to-high level experience across standard MSP support areas such as servers, cloud services, identity management, endpoint management, and core business applications.

Key Responsibilities

- Serve 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 deep technical support across core MSP platforms and infrastructure, including servers, cloud services, identity, endpoints, and networking.
- Act as the primary escalation point for advanced networking and firewall issues, ensuring rapid 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 through to final resolution without unnecessary dependencies.
- Design, configure, and troubleshoot infrastructure spanning on-premises, cloud, and hybrid environments, ensuring stability, security, and scalability.
- Resolve complex tickets directly to improve customer experience and reduce resolution times.
- Identify systemic issues to reduce recurring escalations and drive permanent fixes.
- Produce clear documentation and resolution notes to enhance the troubleshooting capabilities of L1/L2 engineers.
- Partner with service leadership to improve standards, workflows, and service velocity as the organization scales.

Required Qualifications

- Senior-level MSP support experience with the ability to independently resolve complex tickets across multiple technology domains.
- Proven track record 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, access, core services), Active Directory, Exchange, and Windows Server.
- Experience with virtualization platforms such as VMware or Hyper-V.
- Proficiency in endpoint management and standard MSP tools like RMM, PSA, backup, and security software.
- Demonstrated ability to own tickets end-to-end, perform root cause analysis, and implement permanent 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.

Preferred Qualifications

- Deep expertise in networking and firewalls within MSP client environments.
- Hands-on experience with firewall platforms such as Fortinet, SonicWall, Meraki, or similar.
- Experience designing or remediating complex or problematic client networks.
- Background supporting hybrid 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 within an MSP.
- Experience working with offshore or distributed service teams.

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