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Energy Jobline ZR · Cornelius, North Carolina
Job Description
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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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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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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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Valid driver’s license and ability to travel to client sites as needed
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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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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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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 pure helpdesk role — Level 1 and Level 2 issues should be resolved before reaching this level
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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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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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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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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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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.
Details
| Company | Energy Jobline ZR |
| Location | Cornelius, North Carolina |
| Type | FULL TIME |
| Niche | Computer and Mathematical Occupations |