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)