Network / Systems Engineer

Job Description

***Summary***

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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.

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***Primary Responsibilities***

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Advanced Escalation & Issue Resolution

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• Serve as the Level 3 escalation point for complex issues that exceed Level 1 and Level 2 scope

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• Diagnose and resolve advanced hardware, software, network, and systems issues across client environments

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• Identify root cause on recurring or complex problems and implement permanent resolutions

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• Perform onsite visits for issues that cannot be resolved remotely

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• Escalate to the Engineering Manager or Senior Systems Engineer when issues require additional oversight or architecture-level decisions

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Network & Systems Engineering

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• Configure, deploy, and maintain network devices including routers, switches, firewalls, and wireless access points

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• Diagnose and resolve network-related issues including connectivity, performance, routing, and outages

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• Support and maintain server environments including Windows Server, Active Directory, Group Policy, and DNS/DHCP

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• Assist with cloud infrastructure and Microsoft 365/Azure administration at an engineering level

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• Troubleshoot hardware failures, configuration errors, and system-level issues across client environments

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Project Participation

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• Participate in infrastructure projects as assigned — including network deployments, server migrations, and system upgrades

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• Execute scoped project tasks in coordination with the Senior Systems Engineer and Project Manager

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• Document all project work thoroughly in ConnectWise and IT Glue

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

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Ticket Management

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• Log all work accurately and in real time in ConnectWise

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• Work through the assigned ticket queue in priority order

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• Keep ticket notes clear, complete, and useful for anyone who picks up the ticket after you

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• Meet defined response time and resolution SLAs consistently

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Documentation Adherence

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• Follow all standard operating procedures documented in IT Glue

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• Adhere to Apex’s security best practices on every ticket

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• Never bypass documented processes — if a process is unclear or missing, flag it

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• Contribute to documentation improvements when gaps or outdated procedures are identified

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Customer Service Excellence

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

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• Communicate professionally and clearly in all client interactions

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• Identify patterns and recurring issues within client environments and flag them to the Service Desk Manager

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• Work collaboratively with dispatchers, service managers, and engineers

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• Represent Apex professionally in every client interaction

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***Required Qualifications***

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• 5+ years of IT support or systems/network engineering experience, preferably in an MSP environment

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• Advanced hands-on experience with Windows Server, Active Directory, Group Policy, and DNS/DHCP

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• Strong networking skills — routing, switching, firewalls, VLANs, VPNs, and wireless

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• Experience configuring and supporting firewalls and network devices (Meraki, Fortinet, SonicWall, or similar)

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• Experience with Microsoft 365 and Azure administration beyond basic support

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• Valid driver’s license and ability to travel to client sites as needed

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• Experience using ConnectWise or a comparable PSA/ticketing platform

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• Strong written and verbal communication skills, including the ability to explain technical issues to non-technical clients

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***Preferred Qualifications***

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• MSP experience strongly preferred

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• Experience with ConnectWise, ScreenConnect, and IT Glue

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• CompTIA Network+, Security+, or equivalent certifications

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• Microsoft certifications (MD-102, AZ-104, or similar)

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• Experience with backup and disaster recovery platforms (Datto, Veeam, or similar)

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• Exposure to cybersecurity tools and best practices in an SMB environment

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• Experience participating in infrastructure deployment or migration projects

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***What This Role Is Not***

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• Not a primarily project-based role — escalation support and engineering coverage are the core function

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• Not a solution architecture or design role — that is owned by the Senior Systems Engineer and Engineering Manager

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• Not a management role — no direct reports

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• Not a pure helpdesk role — Level 1 and Level 2 issues should be resolved before reaching this level

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***What Makes Someone Successful Here***

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• Gets to root cause — doesn’t patch problems, fixes them

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• Trusted by the service desk team as a reliable escalation point who responds promptly and communicates clearly

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• Manages time well between escalated tickets and project work without letting either suffer

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• Documents thoroughly — every resolution, every configuration change, every onsite visit

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• Comfortable working independently onsite with clients and representing Apex professionally

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• Stays current on the technologies Apex supports and proactively builds knowledge

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***Benefits***

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• Competitive salary based on experience and qualifications

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• Comprehensive benefits (Medical, Dental, Vision, 401k, Paid Time Off, Paid Holidays)

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• Quarterly incentives based on individual and team KPIs

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• On-the-job training and support

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• Team-based work environment

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***Growth Opportunity***

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• Successful Network / Systems Engineers may advance their career by adding additional skills that can help them grow into a Senior Systems Engineer position

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***Schedule***

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• Monday–Friday, 8:00 AM–5:00 PM. May require work outside of normal business hours on occasion.

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• On call rotation required after 90 days

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***Work Location***

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• Onsite in Cornelius, NC

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• Local travel required for client onsite visits

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• Hybrid work opportunity (up to 2 days/week) available after 90 days, based on performance

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This is a general overview of the role and does not constitute a comprehensive list of all duties and responsibilities.