[Hiring] Senior Systems Engineer @GXA

Role Description

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. This role brings deep expertise in networking, firewalls, and infrastructure, serving as the primary escalation point for challenging service issues and playing a critical role in strengthening overall service delivery.

• Eliminate recurring escalations and reduce cross-team dependencies.
• Raise the technical maturity of the service organization.
• Partner closely with L1/L2 engineers, service leadership, and project teams.
• Troubleshoot advanced issues and improve standards.
• Ensure stable, scalable client environments.

Key Responsibilities

• Serve as the final escalation point for complex service and infrastructure issues across client environments.
• 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.
• Act as the lead escalation engineer for advanced networking issues, 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.
• Resolve complex tickets directly, improving customer experience and resolution time.
• Identify systemic issues and drive permanent fixes to reduce recurring escalations.
• Produce clear documentation and resolution notes to enhance the troubleshooting capability of L1/L2 engineers.
• Partner with service leadership to improve standards, workflows, and service velocity.

Qualifications

• 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 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.