Network / Systems Engineer

Apex Technology Corporation · Cornelius

FULL TIME

Job Description

**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 Resolution

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

Network & Systems Engineering

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

Project Participation

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 ConnectWise and IT Glue

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

Ticket Management

Log all work accurately and in real time in ConnectWise

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

Documentation Adherence

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

Customer Service Excellence

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

***Required Qualifications***

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, SonicWall, 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 ConnectWise or a comparable PSA/ticketing platform

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

***Preferred Qualifications***

MSP experience strongly preferred

Experience with ConnectWise, ScreenConnect, 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 similar)

Exposure to cybersecurity tools and best practices in an SMB environment

Experience 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 function

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

Not a management role — no direct reports

Not 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 them

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

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

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

Comfortable working independently onsite with clients and representing Apex professionally

Stays current on the technologies Apex supports and proactively builds knowledge

***Benefits***

Competitive salary based on experience and qualifications

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

Quarterly incentives based on individual and team KPIs

On-the-job training and support

Team-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, NC

Local travel required for client onsite visits

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

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

Company	Apex Technology Corporation
Location	Cornelius
Type	FULL TIME
Niche	Computer and Mathematical Occupations

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Network / Systems Engineer

Job Description