Senior Systems Engineer (L3 - Network-Focused)

Role OverviewThe 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 RoleAct as a senior escalation engineer responsible for resolving the most complex service issues across client environments, regardless of technology domainOwn issues through to resolution, reducing ticket reassignment, repeated escalations, and dependency on multiple teamsProvide deep technical support across core MSP platforms and infrastructure, including servers, cloud services, identity, endpoints, and networkingServe as the primary escalation point for advanced networking and firewall issues when they arise, ensuring rapid and accurate resolutionKey ResponsibilitiesAdvanced Technical ExecutionServe as the final escalation point for complex service and infrastructure issues across client environments, spanning servers, cloud services, identity, endpoints, and networkingDiagnose and resolve advanced issues across common MSP platforms, including: Microsoft 365, Azure, and identity servicesActive Directory, Exchange, and core server infrastructureVirtualization platforms and hybrid environmentsNetworking and firewalls as a primary technical strengthOwn troubleshooting end-to-end, from root cause analysis through resolution, without unnecessary dependency on other teamsInfrastructure & Networking SpecializationAct 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 connectivityDesign, configure, and troubleshoot infrastructure that spans on-prem, cloud, and hybrid environments, ensuring stability, security, and scalabilityService Impact & Operational EfficiencyResolve complex tickets directly rather than deferring or reassigning, improving customer experience and resolution timeReduce recurring escalations by identifying systemic issues and driving permanent fixesProduce clear documentation and resolution notes that raise the troubleshooting capability of L1/L2 engineersPartner with service leadership to improve standards, workflows, and service velocity as GXA scalesRequired Skills & ExperienceSenior-level MSP support experience with the ability to independently resolve complex tickets across multiple technology domainsProven experience working as an L3 or senior escalation engineer in a managed services environmentStrong, hands-on experience supporting core MSP platforms, including: Microsoft 365 and Azure (identity, access, core services)Active Directory, Exchange, and identity-related troubleshootingWindows Server and common server rolesVirtualization 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 fixesSolid practical networking experience, including: Firewall configuration and troubleshootingVLANs, routing, switching, VPNs, and subnettingStrong documentation and communication skills, with the ability to clearly explain technical issues to both technical teams and non-technical stakeholdersPreferred Skills & ExperienceDeep expertise in networking and firewalls within MSP client environmentsHands-on experience with firewall platforms such as Fortinet, SonicWall, Meraki, or similarExperience designing or remediating complex or problematic client networksBackground supporting hybrid cloud environments and network-integrated cloud servicesExperience mentoring or upskilling L1/L2 engineers through documentation, shadowing, or technical guidanceFamiliarity with automation, scripting, or process improvement initiatives in an MSPExperience working in organizations leveraging offshore or distributed service teamsWhy This Role Matters at GXAGXA is improving service efficiency rapidly and scaling intention