Senior Systems Engineer, Network-Focused

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Serve as a senior escalation engineer tasked with addressing the most intricate service challenges across client environments, irrespective of the technology domain.

• Take ownership of issues until they are resolved, minimizing ticket reassignment, repeated escalations, and reliance on multiple teams.

• Deliver in-depth technical support across fundamental MSP platforms and infrastructure, which includes servers, cloud services, identity management, endpoints, and networking.

• Act as the main escalation point for advanced networking and firewall challenges as they arise, ensuring quick and precise resolution.

• Diagnose and address complex 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 proficiency.

• Manage troubleshooting from start to finish, from root cause analysis to resolution, without unnecessary reliance on other teams.

• Lead as the escalation engineer for advanced networking issues when necessary, covering:

• - Firewalls (Fortinet, SonicWall, Meraki, etc.).

• - VLANs, routing, switching, VPNs, NAT, and site-to-site connectivity.

• Design, configure, and troubleshoot infrastructure that spans on-premises, cloud, and hybrid environments, ensuring stability, security, and scalability.

• Resolve complex tickets directly instead of deferring or reassigning them, enhancing customer experience and reducing resolution time.

• Decrease recurring escalations by identifying underlying issues and implementing long-term solutions.

• Create clear documentation and resolution notes to elevate the troubleshooting skills of L1/L2 engineers.

• Collaborate with service leadership to enhance standards, workflows, and service velocity as GXA expands.

⛳️ Requirements

• Extensive MSP support experience at the senior level, with the capability to independently resolve intricate tickets across various technology domains.

• Proven background as an L3 or senior escalation engineer within a managed services setting.

• Strong hands-on experience in 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 tools (RMM, PSA, backup, security tools).

• Demonstrated capability to manage tickets from beginning to end, conduct root cause analysis, and implement lasting fixes.

• Solid practical networking experience, including:

• - Firewall configuration and troubleshooting.

• - VLANs, routing, switching, VPNs, and subnetting.

• Excellent documentation and communication skills, with the ability to convey technical issues clearly to both technical teams and non-technical stakeholders.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and continuous learning.

• Flexible work arrangements to promote work-life balance.

• Comprehensive health and wellness benefits.

• Collaborative and innovative work environment.