Job Description

***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/DHCP
• Assist 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
• Note: 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 ConnectWise
• Work 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 Glue
• Adhere to Apex’s security best practices on every ticket
• Never bypass documented processes — if a process is unclear or missing, flag it
• Contribute 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/DHCP
• Strong 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, ScreenConnect, and IT Glue
• CompTIA 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 KPIs
• On-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, NC
• Local 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.

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