Senior Systems Engineer (L3 - Network-Focused)
About the role
The Senior Systems Engineer (L3 - Network-Focused) at GXA is a senior escalation engineer role responsible for resolving complex technical issues across a managed services provider (MSP) environment. The position is not limited to networking but requires deep expertise in networking, firewalls, and infrastructure, serving as the primary escalation point for the most challenging service issues. The engineer will work closely with L1/L2 engineers, service leadership, and project teams to troubleshoot advanced issues, improve standards, and ensure stable, scalable client environments. Key responsibilities include advanced technical execution across servers, cloud services, identity, endpoints, and networking, as well as leading the resolution of advanced networking and firewall issues. The role also focuses on reducing recurring escalations, improving operational efficiency, and mentoring junior engineers.
Must have
- 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
Nice to have
- 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
Technologies
- Active Directory
- Azure
- Firewall
- Fortinet
- Hyper-V
- Microsoft 365
- Virtualization
- VLAN
- VMware
- VPN
- Windows
- Windows Server
Highlights
The role is critical to GXA's efforts to improve service efficiency and scale operations. The position has a significant impact on ticket resolution speed and escalation volume. No specific location, remote work, or application deadline details are provided.
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