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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Network / Systems Engineer - **Company:** The Apex - **Location:** Davidson, NC, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Systems Engineering, Microsoft Azure, Cloud Computing, CompTIA Network+, System Configuration, Dynamic Host Configuration Protocol, Domain Name System (DNS), Networking Hardware, Virtual Private Networks (VPN), Windows Servers, Routing, Security Software, Virtual Local Area Networks, Wireless Access Point, Network Routers, Apex Code, Sonicwall, Firewalls (Computer Science), Fortinet, Veeam, Server Operating Systems & Platforms - **Published:** October 9, 2026 - **Apply:** https://www.disabledperson.com/jobs/75935859-network-systems-engineer ## About the Role * 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, * 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 ## Description 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., 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, * 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