L4 Systems Engineer (US Remote - MSP)

The Senior Systems Engineer (L4) at GXA is the technical backbone of IT service delivery—proactive, client-facing, and solution-driven. This role combines deep technical expertise with leadership and mentorship, guiding both clients and teammates through complex challenges with confidence and clarity. The Sr. SE shows up as a trusted Subject Matter Expert (SME) and technical leader, embodying GXA's mission to make IT a strategic enabler for business growth while delivering world-class service.

Core Identity

 

• Proactive Leader: Anticipates client needs, prevents issues before they surface, and drives alignment with best practices
• Client Advocate: Engages directly with business leaders, translating technical solutions into business outcomes, ensuring technology empowers growth
• Technical Authority: Acts as escalation point and SME for advanced systems, serving as the "go-to" engineer for the toughest challenges
• Mentor & Guide: Develops junior engineers, building team capacity, confidence, and professionalism
• GXA Ambassador: Embodies GXA's purpose-driven values—delivering exceptional IT service while creating a lasting positive impact locally and globally
  
   

Primary Responsibilities

• Technical Leadership
• Owns the support, administration, and optimization of client infrastructure: servers, Microsoft 365, Azure, virtualization, networking, security, and BDR (cloud & on-premises)
• Provides top-level escalation support, resolving complex technical issues with urgency and precision
• Partners with the Technical Alignment team to ensure proactive alignment of client environments to GXA standards
• Client Engagement
• Serves as a technical advisor and trusted SME in client interactions
• Builds confidence with C-levels and decision-makers by connecting technical recommendations to business goals
• Ensures service delivery excellence through consistent documentation, transparent communication, and KPI reporting
• Team Development
• Mentors and develops junior engineers, setting a standard of professionalism, technical acumen, and service excellence
• Models proactive problem-solving and accountability in all interactions
• Contributes to playbook and process development, enabling scalable and repeatable technical success
  
   

Requirements

Key Traits (MUSTS)

• 8+ years of experience in a similar MSP environment
• Demonstrated passion for excellent customer service
• Strong ability to prioritize, follow through, and take initiative without supervision
• Resilient under pressure—adept at handling escalations calmly and effectively
• Excellent communication and interpersonal skills, with the ability to build trust with both clients and teammates
• Collaborative mindset—works well in a fast-paced team environment
• Relevant certifications (MCSE, CCNA, AWS SysOps) preferred
• Reliable transportation for on-site client visits
  
   

Technical Expertise (MUSTS)

• Advanced experience with virtualization environments
• Senior-level proficiency with Microsoft 365, Azure, Teams, SharePoint, SQL, Exchange, and Active Directory
• Strong networking background in design, configuration, and troubleshooting
• Advanced troubleshooting and problem isolation skills for complex issues
• Solid grasp of support tools, service delivery processes, and ITSM methodologies
• Typing and documentation skills for accurate and efficient service ticketing
  
   

Professional Growth (WANTS)

• Ongoing pursuit of advanced IT certifications: Microsoft (Azure, Security, 365), Cisco (CCNA/CCNP), ISC2 (SSCP/CISSP)
• Active learner—stays ahead of emerging technologies and evolving best practices
• Aspires to move into architectural and leadership roles, further elevating client strategy and GXA's service excellence
  
   

How They Show Up At GXA

• With Clients: Confident, calm, and professional—able to simplify the complex, inspire confidence, and align technology to business outcomes
• With the Team: A natural mentor and problem-solver who raises the bar for everyone
• For the Company: A proactive contributor to GXA's mission of transforming IT into a growth driver for SMBs, while living out GXA's value of service beyond self—delivering excellence to clients and impact to communities worldwide
  
   

Benefits

Benefits Available

• Health Care Plan (Medical, Dental & Vision)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Auxiliary Benefit Offerings (Legal Shield/Aflac)