*Summary*The Network / Systems Engineer is Apex’s Level 3 technical resource, responsible for resolving the most complex escalated issues across client environments and performing engineering-level work on networks, systems, and infrastructure. This role handles advanced troubleshooting that exceeds Level 1 and Level 2 scope, performs onsite visits when remote resolution isn’t possible, and participates in project work as needed — though project delivery is not the primary focus of the role. The Network / Systems Engineer is expected to be deeply technical, highly self-directed, and a reliable escalation point for the service desk team.*Primary Responsibilities*Advanced Escalation & Issue Resolution Serve as the Level 3 escalation point for complex issues that exceed Level 1 and Level 2 scope Diagnose and resolve advanced hardware, software, network, and systems issues across client environments Identify root cause on recurring or complex problems and implement permanent resolutions Perform onsite visits for issues that cannot be resolved remotely Escalate to the Engineering Manager or Senior Systems Engineer when issues require additional oversight or architecture-level decisions Network & Systems Engineering Configure, deploy, and maintain network devices including routers, switches, firewalls, and wireless access points Diagnose and resolve network-related issues including connectivity, performance, routing, and outages Support and maintain server environments including Windows Server, Active Directory, Group Policy, and DNS/DHCPAssist with cloud infrastructure and Microsoft 365/Azure administration at an engineering level Troubleshoot hardware failures, configuration errors, and system-level issues across client environments Project Participation Participate in infrastructure projects as assigned — including network deployments, server migrations, and system upgrades Execute scoped project tasks in coordination with the Senior Systems Engineer and Project Manager Document all project work thoroughly in ConnectWise and IT Glue
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project work is a secondary function of this role — service desk escalations and engineering support remain the primary focus Ticket Management Log all work accurately and in real time in Connect WiseWork through the assigned ticket queue in priority order Keep ticket notes clear, complete, and useful for anyone who picks up the ticket after you Meet defined response time and resolution SLAs consistently Documentation Adherence Follow all standard operating procedures documented in IT GlueAdhere to Apex’s security best practices on every ticket Never bypass documented processes — if a process is unclear or missing, flag itContribute to documentation improvements when gaps or outdated procedures are identified Customer Service Excellence Keep clients informed of ticket progress and resolution status throughout the support process Communicate professionally and clearly in all client interactions Identify patterns and recurring issues within client environments and flag them to the Service Desk Manager Work collaboratively with dispatchers, service managers, and engineers Represent Apex professionally in every client interaction*Required Qualifications*5+ years of IT support or systems/network engineering experience, preferably in an MSP environment Advanced hands-on experience with Windows Server, Active Directory, Group Policy, and DNS/DHCPStrong networking skills — routing, switching, firewalls, VLANs, VPNs, and wireless Experience configuring and supporting firewalls and network devices (Meraki, Fortinet, SonicWall, or similar) Experience with Microsoft 365 and Azure administration beyond basic support Valid driver’s license and ability to travel to client sites as needed Experience using ConnectWise or a comparable PSA/ticketing platform Strong written and verbal communication skills, including the ability to explain technical issues to non-technical clients*Preferred Qualifications*MSP experience strongly preferred Experience with ConnectWise, Screen Connect, and IT GlueCompTIA Network+, Security+, or equivalent certifications Microsoft certifications (MD-102, AZ-104, or similar) Experience with backup and disaster recovery platforms (Datto, Veeam, or similar) Exposure to cybersecurity tools and best practices in an SMB environment Experience participating in infrastructure deployment or migration projects*What This Role Is Not*Not a primarily project-based role — escalation support and engineering coverage are the core function Not a solution architecture or design role — that is owned by the Senior Systems Engineer and Engineering Manager Not a management role — no direct reports Not a pure helpdesk role — Level 1 and Level 2 issues should be resolved before reaching this level*What Makes Someone Successful Here*Gets to root cause — doesn’t patch problems, fixes them Trusted by the service desk team as a reliable escalation point who responds promptly and communicates clearly Manages time well between escalated tickets and project work without letting either suffer Documents thoroughly — every resolution, every configuration change, every onsite visit Comfortable working independently onsite with clients and representing Apex professionally Stays current on the technologies Apex supports and proactively builds knowledge*Benefits*Competitive salary based on experience and qualifications Comprehensive benefits (Medical, Dental, Vision, 401k, Paid Time Off, Paid Holidays) Quarterly incentives based on individual and team KPIsOn-the-job training and support Team-based work environment*Growth Opportunity*Successful Network / Systems Engineers may advance their career by adding additional skills that can help them grow into a Senior Systems Engineer position*Schedule*Monday–Friday, 8:00 AM–5:00 PM. May require work outside of normal business hours on occasion. On call rotation required after 90 days*Work Location*Onsite in Cornelius, NCLocal travel required for client onsite visits Hybrid work opportunity (up to 2 days/week) available after 90 days, based on performance This is a general overview of the role and does not constitute a comprehensive list of all duties and responsibilities.
