Senior L3 MSP Engineer – Azure, Networking & Cloud Skills

GXA; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

GXA is seeking a Senior Systems Engineer (L3) to act as the primary escalation point for complex MSP incidents. You will own issues from end-to-end, spanning servers, cloud services, identity, endpoints, and networking, with a strong emphasis on networking and firewall expertise.

The role supports a fully remote work model across client environments, with mentorship responsibilities and opportunities to grow into leadership within the MSP context.

Qualifications

• Senior MSP support experience with complex tickets.
• Hands-on escalation engineer in a managed services setting.
• Experience with MSP platforms and networking/firewalls.

Responsibilities

• Serve as final escalation point for complex service issues.
• Own tickets end-to-end from root cause to resolution.
• Provide deep technical support across MSP platforms and infrastructure.
• Lead networking and firewall troubleshooting and resolutions.

Skills

Senior MSP support

Network engineering

Azure & M365

End-to-end ticket ownership

Technical mentoring

Tools

Fortinet firewall

SonicWall

Meraki

VMware

Hyper-V

RMM/PSA tools

Job description

An L3 Senior Systems Engineer role at a scaling MSP is a strong career move for experienced infrastructure professionals. This position builds depth across Microsoft 365, Azure, Active Directory, virtualization, and advanced networking — a highly marketable, vendor-agnostic skill set that translates well to cloud architect, solutions engineer, or security engineer roles.

Compensation Context

No salary is listed, which is a yellow flag. For an L3 MSP engineer in Western markets, $80K–$110K USD annually is typical; for offshore talent in Pakistan, South Africa, or Sri Lanka, compensation is often significantly lower (frequently $20K–$50K USD range depending on company and seniority). Candidates should negotiate explicitly and benchmark against local market rates.

Green Flags

• Clear scope and ownership model — you resolve tickets end-to-end, reducing political complexity.
• Explicit mentorship responsibility signals career growth into team lead or management paths.
• GXA is described as "scaling intentionally," suggesting a growing company with internal mobility potential.
• Broad technical exposure across cloud, identity, networking, and endpoints makes this a resume-building role.

Red Flags to Watch

• No salary disclosed — always a concern at senior level.
• No benefits mentioned — PTO, health insurance, and equipment stipend should be clarified before accepting.
• "Eliminate recurring escalations" and "reduce cross-team dependencies" can signal understaffing or prior organizational dysfunction.

Overall, this is a high-impact individual contributor role best suited to engineers looking to deepen technical breadth and move toward architecture or leadership within 2–3 years.

Role Overview

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. While this role brings deep expertise in networking, firewalls, and infrastructure, it is not limited to networking work. Instead, this engineer serves as the primary escalation point for the most challenging service issues and plays a critical role in strengthening overall service delivery.

This position exists to eliminate recurring escalations, reduce cross-team dependencies, and raise the technical maturity of the service organization. The Senior Systems Engineer partners closely with L1/L2 engineers, service leadership, and project teams to troubleshoot advanced issues, improve standards, and ensure stable, scalable client environments.

The ideal candidate has strong, practical networking expertise and solid mid‑to‑high level experience across standard MSP support, including servers, cloud services, identity, endpoint management, and core business applications. Networking escalations will be a key responsibility, but day‑to‑day work will span a wide range of service issues and technical mentorship.

Core Focus of the Role

• Act as a senior escalation engineer responsible for resolving the most complex service issues across client environments, regardless of technology domain
• Own issues through to resolution, reducing ticket reassignment, repeated escalations, and dependency on multiple teams
• Provide deep technical support across core MSP platforms and infrastructure, including servers, cloud services, identity, endpoints, and networking
• Serve as the primary escalation point for advanced networking and firewall issues when they arise, ensuring rapid and accurate resolution

Key Responsibilities

Advanced Technical Execution

• Serve as the final escalation point for complex service and infrastructure issues across client environments, spanning servers, cloud services, identity, endpoints, and networking
• 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, without unnecessary dependency on other teams
• Act as the lead escalation engineer for advanced networking issues when required, 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, ensuring stability, security, and scalability

Service Impact & Operational Efficiency

• Resolve complex tickets directly rather than deferring or reassigning, improving customer experience and resolution time
• Reduce recurring escalations by identifying systemic issues and driving permanent fixes
• Produce clear documentation and resolution notes that raise the troubleshooting capability of L1/L2 engineers
• Partner with service leadership to improve standards, workflows, and service velocity as GXA scales

Required Skills & Experience

• 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 clearly 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.

Is this role fully remote, and which countries are eligible to apply? Yes, this appears to be a fully remote position. Based on the job posting hints, candidates in Pakistan, South Africa, Ukraine, and Sri Lanka are the primary target locations. What is the main focus of the Senior Systems Engineer (L3) role at GXA? The role serves as the top‑level escalation engineer for complex technical issues across MSP client environments, with a primary strength in networking and firewalls, but also covering Microsoft 365, Azure, Active Directory, virtualization, and endpoint management. Is networking the only responsibility, or does the role cover other areas? Networking and firewalls are a key specialization, but the role explicitly covers the full MSP stack including servers, cloud services, identity, and endpoints — it is not limited to networking work. What salary can I expect for this L3 MSP Engineer position? No salary is disclosed in the job posting. Candidates are encouraged to research local market benchmarks for senior remote IT roles and negotiate directly with GXA during the interview process. What firewall platforms should I know for this role? The job listing specifically mentions Fortinet, SonicWall, and Meraki as preferred firewall platforms, alongside general VPN, VLAN, routing, and NAT expertise.

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