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)
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