Network / Systems Engineer

***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 ResolutionServe as the Level 3 escalation point for complex issues that exceed Level 1 and Level 2 scopeDiagnose and resolve advanced hardware, software, network, and systems issues across client environmentsIdentify root cause on recurring or complex problems and implement permanent resolutionsPerform onsite visits for issues that cannot be resolved remotelyEscalate to the Engineering Manager or Senior Systems Engineer when issues require additional oversight or architecture-level decisionsNetwork & Systems EngineeringConfigure, deploy, and maintain network devices including routers, switches, firewalls, and wireless access pointsDiagnose and resolve network-related issues including connectivity, performance, routing, and outagesSupport 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 levelTroubleshoot hardware failures, configuration errors, and system-level issues across client environmentsProject ParticipationParticipate in infrastructure projects as assigned — including network deployments, server migrations, and system upgradesExecute scoped project tasks in coordination with the Senior Systems Engineer and Project ManagerDocument all project work thoroughly in ConnectWise and IT GlueNote: project work is a secondary function of this role — service desk escalations and engineering support remain the primary focusTicket ManagementLog all work accurately and in real time in ConnectWiseWork through the assigned ticket queue in priority orderKeep ticket notes clear, complete, and useful for anyone who picks up the ticket after youMeet defined response time and resolution SLAs consistentlyDocumentation AdherenceFollow all standard operating procedures documented in IT GlueAdhere to Apex’s security best practices on every ticketNever bypass documented processes — if a process is unclear or missing, flag itContribute to documentation improvements when gaps or outdated procedures are identifiedCustomer Service ExcellenceKeep clients informed of ticket progress and resolution status throughout the support processCommunicate professionally and clearly in all client interactionsIdentify patterns and recurring issues within client environments and flag them to the Service Desk ManagerWork collaboratively with dispatchers, service managers, and engineersRepresent Apex professionally in every client interaction***Required Qualifications***5+ years of IT support or systems/network engineering experience, preferably in an MSP environmentAdvanced hands-on experience with Windows Server, Active Directory, Group Policy, and DNS/DHCPStrong networking skills — routing, switching, firewalls, VLANs, VPNs, and wirelessExperience configuring and supporting firewalls and network devices (Meraki, Fortinet, SonicWall, or similar)Experience with Microsoft 365 and Azure administration beyond basic supportValid driver’s license and ability to travel to client sites as neededExperience using ConnectWise or a comparable PSA/ticketing platformStrong written and verbal communication skills, including the ability to explain technical issues to non-technical clients***Preferred Qualifications***MSP experience strongly preferredExperience with ConnectWise, ScreenConnect, and IT GlueCompTIA Network+, Security+, or equivalent certificationsMicrosoft 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 environmentExperience 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 functionNot a solution architecture or design role — that is owned by the Senior Systems Engineer and Engineering ManagerNot a management role — no direct reportsNot 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 themTrusted by the service desk team as a reliable escalation point who responds promptly and communicates clearlyManages time well between escalated tickets and project work without letting either sufferDocuments thoroughly — every resolution, every configuration change, every onsite visitComfortable working independently onsite with clients and representing Apex professionallyStays current on the technologies Apex supports and proactively builds knowledge***Benefits***Competitive salary based on experience and qualificationsComprehensive benefits (Medical, Dental, Vision, 401k, Paid Time Off, Paid Holidays)Quarterly incentives based on individual and team KPIsOn-the-job training and supportTeam-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 visitsHybrid work opportunity (up to 2 days/week) available after 90 days, based on performanceThis is a general overview of the role and does not constitute a comprehensive list of all duties and responsibilities.