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. 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 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)