Senior System Engineer

The Senior Systems Engineer is Apex’s highest-level technical resource — a deeply experienced engineer responsible for designing, scoping, and delivering complex IT infrastructure projects for managed services clients. This role leads project engineering from design through implementation, writes technical scopes, and serves as the senior technical authority across Microsoft, networking, and systems environments. While project work is the primary focus, the Senior Systems Engineer also serves as an escalation resource for the most complex issues the service desk team cannot resolve.

Beyond individual technical contributions, this role is expected to mentor and develop the engineers and technicians around them, raising the technical standard of the entire team.

• Design and engineer complex IT infrastructure solutions tailored to each client’s environment, business needs, and risk profile
• Lead solution design across Microsoft server environments, virtualization (Hyper‑V), Microsoft 365, Azure, networking, and security
• Architect WAN/LAN infrastructure, firewall configurations, VPN and remote access solutions, and network security implementations
• Evaluate client environments to identify gaps, risks, and opportunities for improvement and translate findings into actionable project designs
• Ensure all designs are technically sound, scalable, and aligned with Apex’s standards and best practices

• Lead the end‑to‑end delivery of infrastructure projects from kickoff through completion
• Design and deploy IT infrastructure solutions including server builds, network deployments, cloud migrations, and system upgrades
• Collaborate closely with the Project Manager, Account Manager, and vCIO to ensure projects are delivered on time, on scope, and to client expectations
• Communicate proactively with clients throughout project delivery — keeping them informed of progress, changes, and any issues that arise
• Coordinate with Network/Systems Engineers and other technical resources on project execution tasks

• Create detailed project scopes that accurately capture client needs, mitigate risks, and define clear deliverables and boundaries
• Ensure scopes are written with enough specificity to protect Apex and set clear expectations with clients
• Maintain and create detailed technical documentation in IT Glue for all project work and system configurations
• Document all client environment changes, configurations, and implementations thoroughly and accurately
• Serve as the senior technical escalation point for complex issues that exceed the scope of the Network/Systems Engineer
• Diagnose and resolve advanced technical problems across Microsoft environments, networking, and infrastructure
• Provide guidance to the service desk team on difficult issues without taking over tickets that should remain at lower tiers
• Note:
  
  escalation support is a secondary function — project engineering is the primary focus of this role
• Set the technical standard for Apex’s engineering and service desk teams through demonstrated excellence
• Actively mentor and develop Network/Systems Engineers, Field Technicians, and Service Desk Technicians
• Share knowledge proactively — through documentation, informal coaching, and formal training
• Identify skill gaps on the technical team and work with the Engineering Manager and Director of Operations to address them
• Contribute to the continuous improvement of Apex’s technical standards, tools, and processes

• Log all work accurately and in real time in Connect Wise
• 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

• 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
• Keep clients informed of ticket progress and resolution status throughout the support…