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 is not 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 to eliminate 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 has strong, practical networking expertise and solid 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 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 3> Key Responsibilities

Advanced Technical Execution

Serve as the final escalation point for complex 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 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

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 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

Preferred Skills & Experience

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 in an MSP

Experience working in organizations leveraging offshore or distributed service teams

Why This Role Matters at GXA

GXA is improving service efficiency rapidly and scaling intentionally. This role exists to stabilize 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. #J-18808-Ljbffr