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
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.
