Network​/Systems Engineer

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.

• 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
• 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
• 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 Connect Wise and IT Glue
• Note:
  
  project work is a secondary function of this role — service desk escalations and engineering support remain the primary focus

• 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 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

• 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, Sonic Wall, 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 Connect Wise or a comparable PSA/ticketing platform
• Strong written and verbal communication skills, including the ability to explain technical issues to non-technical clients

• MSP experience strongly preferred
• Experience with Connect Wise, Screen Connect, 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…