Senior Systems Engineer (L3) - Network-Focused

About the role

GXA is hiring a Senior Systems Engineer (L3) in its Managed IT department, working remotely. The role is a hands-on escalation engineer who resolves the most complex technical issues across a broad MSP environment. It is not limited to networking: the engineer is the primary escalation point for advanced service issues and works closely with L1/L2 engineers, service leadership and project teams to improve standards and ensure stable, scalable client environments.

Key responsibilities

• Serve as the final escalation point for complex service and infrastructure issues across servers, cloud services, identity, endpoints and networking
• Diagnose and resolve advanced issues on Microsoft 365, Azure, Active Directory, Exchange, virtualization platforms and hybrid environments
• Lead escalation of advanced networking issues, including firewalls (Fortinet, SonicWall, Meraki), VLANs, routing, switching, VPNs, NAT and site-to-site connectivity
• Own tickets end-to-end, from root cause analysis to resolution, reducing reassignments and recurring escalations
• Write clear documentation and resolution notes that help L1/L2 engineers
• Partner with service leadership to improve standards, workflows and service velocity

Required profile

• Senior-level MSP support experience, able to resolve complex tickets independently
• Proven experience as an L3 or senior escalation engineer in a managed services environment
• Ability to own tickets end-to-end, perform root cause analysis and drive permanent fixes
• Strong documentation and communication skills, able to explain technical issues to technical teams and non-technical stakeholders

Required skills

• Microsoft 365, Azure, Active Directory, Exchange and Windows Server
• Virtualization platforms (VMware, Hyper-V or equivalent)
• Endpoint management and MSP tooling (RMM, PSA, backup, security tools)
• Firewall configuration and troubleshooting, VLANs, routing, switching, VPNs and subnetting
• Preferred: hands-on firewall platforms (Fortinet, SonicWall, Meraki), hybrid cloud experience, mentoring L1/L2 engineers, automation/scripting, offshore or distributed team experience