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 hands-on role requires deep expertise in networking, firewalls, and infrastructure, but extends beyond networking alone. 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 dependencies between teams, and elevating the technical maturity of the service organization. Collaboration with L1/L2 engineers, service leadership, and project teams is essential to troubleshoot advanced problems, improve operational standards, and maintain stable, scalable client environments. The ideal candidate possesses strong practical networking skills combined with broad MSP support experience, including servers, cloud services, identity management, endpoint management, and core business applications.

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 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, ensuring rapid and accurate resolution.
- Diagnose and resolve advanced issues across common MSP platforms such as Microsoft 365, Azure, Active Directory, Exchange, virtualization platforms, and hybrid environments.
- Lead troubleshooting efforts end-to-end, performing root cause analysis and implementing permanent fixes without unnecessary dependencies.
- Design, configure, and troubleshoot infrastructure spanning on-premises, cloud, and hybrid environments to ensure 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 solutions.
- Produce clear documentation and resolution notes to enhance the troubleshooting capabilities of L1/L2 engineers.
- Collaborate with service leadership to improve standards, workflows, and service velocity as the organization scales.

Required Qualifications

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

Preferred Qualifications and Benefits

- 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.
- Proven ability to mentor and upskill L1/L2 engineers through documentation, shadowing, or technical guidance.
- Familiarity with automation, scripting, or process improvement initiatives within 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 intentionally. The Senior Systems Engineer will stabilize and strengthen the technical core, ensuring that growth does not lead to service friction. The successful candidate will have an immediate and measurable impact on ticket resolution speed and escalation volume.