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 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…