GXA

The Level 2 Technician (L2) provides advanced technical support for GXA clients, resolving escalated service requests and incidents while ensuring high levels of customer satisfaction. L2 Technicians act as a bridge between frontline support and senior engineering, handling complex troubleshooting, system administration, and network support tasks. This role requires a mix of strong technical knowledge, excellent communication skills, and disciplined documentation practices. L2 Technicians thrive in problem-solving environments and are accountable for timely resolutions, accurate records, and reinforcing GXA’s technical standards. **CORE TRAITS & PERSONALITY** · Problem-Solver – Confidently troubleshoots and resolves complex issues. · Customer-Focused – Maintains a professional, courteous, and empathetic approach with clients. · Collaborative – Works effectively with team members, escalates appropriately, and shares knowledge. · Organized & Accountable – Manages workload efficiently and consistently documents work. · Adaptable – Learns new technologies quickly and adjusts to evolving client needs. To be successful, an L2 Technician must demonstrate strong troubleshooting ability across multiple technologies, communicate clearly with both technical and non-technical users, and consistently maintain accurate documentation. They must balance technical expertise with customer service, ensuring client issues are resolved efficiently while reinforcing GXA’s standards and processes. The ideal L2 Technician is a dependable problem-solver who thrives in a fast-paced support environment, balancing technical depth with professionalism and empathy. They are resourceful, collaborative, and committed to resolving issues quickly while contributing to the team’s overall success.******Incident & Request Resolution** · Troubleshoot and resolve client issues involving workstations, servers, printers, and applications. · Provide advanced support for Microsoft 365, Windows OS, and core business applications. · Configure and support remote access solutions (VPN, RDS, Citrix). · Support disaster recovery and backup solutions. · Perform intermediate-level network support (LAN/WAN, firewalls, VLANs, VPNs, routers, and switches). · Escalate incidents requiring L3 expertise to senior engineers with complete documentation. Monitoring & Maintenance · Respond to alerts and notifications from RMM tools, ensuring proactive issue resolution. · Assist with patch management, endpoint compliance, and security tool enforcement. · Validate system documentation and ensure consistency in Autotask/IT Glue. **Communication & Documentation ** · Accurately log all work as service tickets in Autotask. · Keep clients informed on incident progress, status changes, and planned maintenance. · Create and update knowledge base articles to aid peer technicians. Team Collaboration & Standards · Partner with Service Desk Dispatcher to prioritize and route tickets appropriately. · Uphold GXA technical standards in all support work and escalate recurring issues to leadership. · Timely Resolution: Consistently resolve incidents and requests within defined SLA targets. · Customer Satisfaction: Maintain positive client relationships and strong CSAT scores. · Reduced Escalations: Lower the volume of unnecessary L3 escalations through advanced troubleshooting. · Documentation Excellence: Ensure Autotask and IT Glue records remain accurate and complete. · Team Contribution: Actively contribute to team goals, training, and knowledge sharing. · Professional Growth: Progress toward certifications, advanced technical skills, and readiness for greater responsibility within the service team.

• Make at least 100 calls to target market a day. • Speak to as many decision makers as possible. • Deliver “Our Message” to every qualified prospect you talk to • Schedule at least 3 qualified appointments per week: Face to Face meetings are preferred, if not a Zoom meeting. No phone call appointments. • Build and maintain a prospects database • Track activities in HubSpot • Maintain a positive, professional attitude. • Qualify prospects against clear criteria • Be a team player. • Schedule prospect meetings directly on the Outside Sales’s calendar • Provide reporting of progress against daily, weekly, quarterly goals

• Serve as a Tier 3 escalation point for active security incidents, including business email compromise (BEC), adversary-in-the-middle (AiTM), ransomware, and account compromise. • Lead technical analysis during incident response and war room events, including log review, IOC hunting, and lateral movement tracing. • Execute containment and eradication actions such as endpoint isolation, session revocation, and credential resets. • Coordinate with SOC teams and vendor threat intelligence teams during active investigations and containment efforts. • Produce accurate incident timelines, technical findings, and evidence packages for vCISO review and client-facing follow-up. • Operate daily within the gShield toolstack, including platforms such as Huntress, Microsoft Defender for Endpoint (MDE), Cyrisma, DNSFilter, SIEM, and related security technologies. • Perform alert triage, risk identification, scan issue resolution, and follow-through on issues surfaced by security tools. • Support SIEM operations including query development, alert review, and rule tuning. • Assist in tuning detection logic, scan settings, and platform effectiveness in coordination with Centralized Services and security leadership. • Monitor for security gaps, suspicious activity, and control weaknesses across managed environments. • Execute technical remediation items identified through MRMMs, preventative actions, vulnerability reviews, and security recommendations. • Support gShield deliverables through technical validation, evidence gathering, scan review, and vulnerability analysis. • Act as a quality assurance resource for client onboarding into the gShield toolstack, while execution remains with onboarding and Centralized Services teams. • Assist with client hardening efforts and follow-through on security improvement actions across managed environments. • Support remediation of internal GXA security backlog items, including POA&M-related work. • Assist with rollout and support of phishing-resistant MFA, passkeys, and other internal security initiatives. • Contribute to security engineering efforts related to Intune, Defender, ThreatLocker, AppLocker, and RMM scripting. • Help improve internal security controls, tool effectiveness, and technical enforcement mechanisms. • Write and maintain security engineering SOPs, runbooks, detection playbooks, and response procedures related to gShield operations and incident response. • Document technical findings, repeatable procedures, and lessons learned from incidents and tool operations. • Collaborate with security leadership and technical stakeholders on process improvements, skill development, and automation opportunities. • Contribute technical depth to broader security documentation where needed, while recognizing that ownership of policy, standards, and governance documentation remains with security leadership and related functions.

Role Description GXA is seeking a highly capable Security Engineer to support the delivery and operation of our gShield security services. This role is hands-on and technical, focused on incident response, security tool operations, remediation execution, client security support, and internal security improvement initiatives. The Security Engineer serves as a Tier 3 escalation point for active security incidents and plays a key role in operating and improving the gShield security stack across client environments. This individual will work closely with the InfoSec Manager (vISM), vCISO, SOC, Centralized Services, onboarding teams, and internal technical leadership to strengthen client security posture and support rapid, effective response to threats. This is an execution-focused role for someone who is comfortable working in live security events, analyzing alerts and evidence, supporting remediation efforts, and helping maintain the operational excellence of GXA’s security program. Key Responsibilities - Incident Response - Serve as a Tier 3 escalation point for active security incidents, including business email compromise (BEC), adversary-in-the-middle (AiTM), ransomware, and account compromise. - Lead technical analysis during incident response and war room events, including log review, IOC hunting, and lateral movement tracing. - Execute containment and eradication actions such as endpoint isolation, session revocation, and credential resets. - Coordinate with SOC teams and vendor threat intelligence teams during active investigations and containment efforts. - Produce accurate incident timelines, technical findings, and evidence packages for vCISO review and client-facing follow-up. - Tool Operations & Security Stack Support - Operate daily within the gShield toolstack, including platforms such as Huntress, Microsoft Defender for Endpoint (MDE), Cyrisma, DNSFilter, SIEM, and related security technologies. - Perform alert triage, risk identification, scan issue resolution, and follow-through on issues surfaced by security tools. - Support SIEM operations including query development, alert review, and rule tuning. - Assist in tuning detection logic, scan settings, and platform effectiveness in coordination with Centralized Services and security leadership. - Monitor for security gaps, suspicious activity, and control weaknesses across managed environments. - Work within established security standards, baselines, and operational policies defined by the security team and vITMs. - Client Delivery Support - Execute technical remediation items identified through MRMMs, preventative actions, vulnerability reviews, and security recommendations. - Support gShield deliverables through technical validation, evidence gathering, scan review, and vulnerability analysis. - Act as a quality assurance resource for client onboarding into the gShield toolstack, while execution remains with onboarding and Centralized Services teams. - Assist with client hardening efforts and follow-through on security improvement actions across managed environments. - Internal Security Posture - Support remediation of internal GXA security backlog items, including POA&M-related work. - Assist with rollout and support of phishing-resistant MFA, passkeys, and other internal security initiatives. - Contribute to security engineering efforts related to Intune, Defender, ThreatLocker, AppLocker, and RMM scripting. - Help improve internal security controls, tool effectiveness, and technical enforcement mechanisms. - Documentation & Process Improvement - Write and maintain security engineering SOPs, runbooks, detection playbooks, and response procedures related to gShield operations and incident response. - Document technical findings, repeatable procedures, and lessons learned from incidents and tool operations. - Collaborate with security leadership and technical stakeholders on process improvements, skill development, and automation opportunities. - Contribute technical depth to broader security documentation where needed, while recognizing that ownership of policy, standards, and governance documentation remains with security leadership and related functions. Qualifications - 5–7+ years of experience in cybersecurity, security operations, security engineering, or incident response roles. - Strong hands-on experience with incident response, threat detection, and security operations workflows. - Experience working with security platforms such as Microsoft Defender, Huntress, DNSFilter, SIEM solutions, vulnerability management tools, and endpoint security technologies. - Ability to investigate security alerts, analyze logs, trace attacker activity, and support containment and remediation. - Familiarity with common attack types including phishing, BEC, account compromise, ransomware, and identity-based attacks. - Experience supporting security controls in Microsoft 365 and endpoint environments. - Strong documentation skills and ability to write clear technical procedures and findings. - Ability to work calmly and methodically during active incidents and escalations. - Strong collaboration and communication skills with both internal teams and leadership stakeholders. Preferred Qualifications - Experience in an MSP, MSSP, or multi-client environment. - Familiarity with Intune, Microsoft Defender, AppLocker, ThreatLocker, and RMM-based scripting or automation. - Understanding of CIS benchmarks, security hardening standards, and configuration drift monitoring. - Experience supporting vulnerability remediation and technical aspects of vCISO or managed security programs. - Security certifications such as Security+, CySA+, SC-200, SC-300, AZ-500, GCIH, GCIA, or similar are a plus. Success in This Role Looks Like - Security incidents are handled quickly, accurately, and with strong technical discipline. - Alerts and risks surfaced by the toolstack are investigated and acted on consistently. - Client security remediation items are executed thoroughly and on time. - gShield tooling is tuned, effective, and operationally reliable. - Documentation, SOPs, and response playbooks are clear, useful, and continuously improving. - Internal and client security posture improves through strong technical follow-through.

• Manage client invoicing for managed services, project work, and software licensing (recurring and non-recurring). • Monitor AR aging, follow up on collections, and resolve billing discrepancies. • Coordinate with operations and account managers to ensure contract-driven billing accuracy. • Utilize ConnectBooster for AR processing and collections. • Process vendor invoices, expense reports, and credit card transactions. • Maintain vendor records and ensure timely payments. • Reconcile vendor statements and resolve discrepancies. • Utilize Bill.com for AP management. • Collect and manage receipts from employees and vendors. • Attach receipts to QuickBooks Online (QBO) transactions for audit and compliance. • Use HubDOC for receipt collection and integration into QBO. • Ensure proper documentation and organization of financial records, saving reports, bank statements, and maintaining folder structures. • Prepare and post journal entries, accruals, and adjustments. • Reconcile bank accounts, credit cards, and balance sheet accounts. • Maintain deferred revenue and prepaid expense schedules. • Ensure proper cutoffs and accurate revenue recognition (especially MRR and project-based revenue). • Prepare monthly financial statements (P&L, balance sheet, cash flow). • Ensure compliance with GAAP and internal policies. • Assist with tax filings, audits, and compliance reporting as needed. • Assist with developing and maintaining accounting process documentation and SOPs. • Provide variance analysis and financial insights to management. • Support budgeting and forecasting processes. • Recommend process improvements and automation opportunities (e.g., leveraging PSA tools such as Autotask for PO processes and item receipts, QBO, Bill.com). • Carry out additional tasks and responsibilities as assigned by the Controller/CFO to support the overall goals of the Finance & Accounting department, including serving as a backup payroll processor.

Role Description The Senior Accountant is responsible for overseeing and executing all aspects of full-cycle accounting—including accounts receivable, accounts payable, general ledger maintenance, and month-end close. This role ensures timely and accurate financial reporting, maintains compliance with accounting standards, and supports management with financial insights to drive decision-making. This is a hands-on role that requires both transactional efficiency and strong analytical skills. The ideal candidate will be detail-oriented, proactive, and comfortable working in a dynamic MSP environment with both recurring revenue and project-based billing. The ability to read, understand, and produce accurate financial statements is crucial. Key Responsibilities - Accounts Receivable - Manage client invoicing for managed services, project work, and software licensing (recurring and non-recurring). - Monitor AR aging, follow up on collections, and resolve billing discrepancies. - Coordinate with operations and account managers to ensure contract-driven billing accuracy. - Utilize ConnectBooster for AR processing and collections. - Accounts Payable - Process vendor invoices, expense reports, and credit card transactions. - Maintain vendor records and ensure timely payments. - Reconcile vendor statements and resolve discrepancies. - Utilize Bill.com for AP management. - Receipt Collection & Documentation - Collect and manage receipts from employees and vendors. - Attach receipts to QuickBooks Online (QBO) transactions for audit and compliance. - Use HubDOC for receipt collection and integration into QBO. - Ensure proper documentation and organization of financial records, saving reports, bank statements, and maintaining folder structures. - Month-End Close & General Ledger - Prepare and post journal entries, accruals, and adjustments. - Reconcile bank accounts, credit cards, and balance sheet accounts. - Maintain deferred revenue and prepaid expense schedules. - Ensure proper cutoffs and accurate revenue recognition (especially MRR and project-based revenue). - Prepare monthly financial statements (P&L, balance sheet, cash flow). - Compliance & Reporting - Ensure compliance with GAAP and internal policies. - Assist with tax filings, audits, and compliance reporting as needed. - Assist with developing and maintaining accounting process documentation and SOPs. - Analysis & Support - Provide variance analysis and financial insights to management. - Support budgeting and forecasting processes. - Recommend process improvements and automation opportunities (e.g., leveraging PSA tools such as Autotask for PO processes and item receipts, QBO, Bill.com). - Carry out additional tasks and responsibilities as assigned by the Controller/CFO to support the overall goals of the Finance & Accounting department, including serving as a backup payroll processor. Qualifications - Bachelor’s degree in Accounting, Finance, or related field (CPA or progress toward CPA preferred). - 5+ years of progressive accounting experience with full-cycle responsibilities. - Strong proficiency in financial statements: must be able to read and interpret financials, prepare and post journal entries, and identify/resolve errors in accounting records. - Experience in a Managed Service Provider (MSP), SaaS, or technology services environment strongly preferred. - Proficiency in QuickBooks Online (QBO) and related integrations. - Familiarity with Bill.com, ConnectBooster, HubDOC, and Autotask. - Strong understanding of GAAP and revenue recognition principles. - Excellent attention to detail, organization skills, and ability to meet deadlines. - Advanced Excel skills; experience with reporting and variance analysis. Key Competencies - Ownership: Takes initiative and sees tasks through to completion. - Accuracy: High attention to detail, producing reliable financial results. - Collaboration: Works effectively across teams (operations, sales, IT). - Organization: Maintains clear folder structures, records, and documentation for easy retrieval and compliance. - Problem-Solving: Identifies issues and develops practical solutions. - Adaptability: Thrives in a fast-paced, growing MSP environment.

Role Description The Appointment Setter is responsible for identifying as many business prospects as possible, prospecting them, building relationships with decision makers, and scheduling appointments for the Sales team. The primary prospecting activity is actively calling prospects over the phone, while sending direct emails, LinkedIn outreaches, and other methods are secondary activities that support this. Cold calling is essential, and you can develop your own areas of market focus and lead generation mix. Planning and organizing your day for maximum productivity, including outbound calling and appointment setting, is critical in this role. Responsibilities - Make at least 100 calls to target market a day. - Speak to as many decision makers as possible. - Deliver “Our Message” to every qualified prospect you talk to. - Schedule at least 3 qualified appointments per week: Face to Face meetings are preferred, if not a Zoom meeting. No phone call appointments. - Build and maintain a prospects database. - Track activities in HubSpot. - Maintain a positive, professional attitude. - Qualify prospects against clear criteria. - Be a team player. - Schedule prospect meetings directly on the Outside Sales’s calendar. - Provide reporting of progress against daily, weekly, quarterly goals. Qualifications - Cold calling experience to B2B. - American English must be your primary language. - Experience in Sales. - High energy. - Strong prospecting abilities. - Ability to quickly build strong business relationships. - Interpersonal skills, such as telephony skills, communication skills, active listening, and customer-care. - Ability to multi-task and adapt to changes quickly. - Strong computer use skills. - Typing skills to ensure quick and accurate entry of service request details. - Self-motivated with the ability to work in a fast-moving environment. - Basic understanding of sales process and dynamics. - Knowledgeable in lead generation. - Familiarity with MS Office, HubSpot, and phone systems.

• Owns the support, administration, and optimization of client infrastructure: servers, Microsoft 365, Azure, virtualization, networking, security, and BDR (cloud & on-premises). • Provides top-level escalation support, resolving complex technical issues with urgency and precision. • Partners with the Technical Alignment team to ensure proactive alignment of client environments to GXA standards. • Serves as a technical advisor and trusted SME in client interactions. • Builds confidence with C-levels and decision-makers by connecting technical recommendations to business goals. • Ensures service delivery excellence through consistent documentation, transparent communication, and KPI reporting. • Mentors and develops junior engineers, setting a standard of professionalism, technical acumen, and service excellence. • Models proactive problem-solving and accountability in all interactions. • Contributes to playbook and process development, enabling scalable and repeatable technical success.

**Primary Responsibilities** - **Environment Alignment & Health Checks** - Perform recurring health checks across assigned clients using RMM, monitoring tools, and checklists. - Detect misalignments in firewalls, backups, licensing, server health, Microsoft 365, and endpoint compliance. - Provide structured reports to vCTOs with risks, gaps, and recommendations. - Handle support escalations requiring L3 technical knowledge. - Ensure proactive alignment and remediation in the following core areas: - **Windows Server & Active Directory/Entra ID** – Validate domain health, replication, GPOs, DNS/DHCP configuration, user/role management, and Entra ID synchronization. - **Office 365 & Azure** – Review configuration, licensing, security policies, conditional access, and backup solutions; ensure compliance with best practices. - **Virtualization (VMware/Hyper-V)** – Monitor host/server health, cluster configurations, storage, networking, and failover capabilities. - **Networking (LAN/WAN, VLANs, Firewalls, VPNs)** – Verify firewall rules, VLAN segmentation, site-to-site/client VPNs, and monitoring for security or performance anomalies. - **Endpoint Management (Intune, Compliance & Conditional Access)** – Review device enrollment, compliance policies, Intune configurations, patch/update compliance, and conditional access enforcement. - **Documentation Excellence** - Maintain and improve documentation in IT Glue and Autotask. - Eliminate inconsistencies and ensure “single source of truth” across all client environments. - Create repeatable playbooks and process documentation for future reuse. - **Analysis & Standards Enforcement** - Identify systemic issues and recurring misalignments across multiple clients. - Suggest remediations and contribute insights to Project Initiation Documents (PIDs). - Provide feedback to refine GXA’s alignment methodology and technical standards. - **Collaboration & Support** - Partner with vCTOs by supplying accurate, actionable data for QBRs and strategic client engagements. - Collaborate with Centralized Services, Service Desk, and Security teams to ensure standard enforcement. - Mentor junior team members and help raise GXA’s technical maturity. **Success Measures (Key Accountabilities)** - **Improved Technical Alignment** – Client environments consistently meet GXA standards. - **Reduced Reactive Noise** – Lower recurring tickets and escalations by catching issues early. - **Documentation Excellence** – IT Glue and Autotask remain accurate, current, and complete. - **Analytical Insight** – Reports and data directly inform vCTO strategies and client roadmaps. - **Standards Advancement** – GXA’s standards evolve through TAE feedback and real-world findings. - **Operational Consistency** – Health checks and documentation delivered on schedule with precision. - **Team Enablement** – vCTOs and service teams rely on the TAE’s data to improve client experience. - **Professional Growth** – Progress toward certifications, advanced technical mastery, and leadership in standards enforcement.

Role Identity The Proactive Technical Alignment Engineer (TAE) is the disciplined guardian of GXA’s technical standards. They ensure client environments remain aligned, secure, and predictable—building the foundation that allows vCTOs to focus on strategy, relationships, and growth. This role thrives on structure, detail, and accuracy. TAEs are independent problem-solvers, data-driven in their work, and relentless in their pursuit of documentation excellence. They are not client-facing strategists; instead, they are the behind-the-scenes technical stewards who make vCTO conversations possible. To be successful, a TAE must bring very strong, senior-level Systems Engineer (Sr. SE) technical skills—able to operate at an L3 level across Windows Server, Active Directory/Entra ID, Office 365, Azure, virtualization, networking, Intune, endpoint compliance, and conditional access. Summary The ideal TAE is not a generalist firefighter—they are a specialized engineer with discipline and precision. They excel in environments where documentation, process, and accuracy are paramount. They thrive in the background, supplying the intelligence that allows vCTOs to shine in front of clients. They are guardians of standards, custodians of documentation, and analysts of technical data. Their work reduces noise, strengthens security, and ensures GXA delivers consistent, proactive service across every client. Core Traits & Personality - Methodical & Disciplined – Always follows checklists, standards, and procedures with precision. - Detail-Oriented – Notices the gaps others miss; ensures every environment is fully documented. - Independent & Accountable – Requires minimal supervision, owns their results, and consistently delivers. - Analytical & Data-Driven – Enjoys finding patterns in health checks and reports; skilled at root cause analysis. - Structured Communicator – Writes clear, concise, and reliable documentation; communicates issues effectively to vCTOs and technical peers. - Process-Focused – Believes in repeatability, standardization, and continuous improvement. Primary Responsibilities - Environment Alignment & Health Checks - Perform recurring health checks across assigned clients using RMM, monitoring tools, and checklists. - Detect misalignments in firewalls, backups, licensing, server health, Microsoft 365, and endpoint compliance. - Provide structured reports to vCTOs with risks, gaps, and recommendations. - Handle support escalations requiring L3 technical knowledge. - Ensure proactive alignment and remediation in the following core areas: - Windows Server & Active Directory/Entra ID – Validate domain health, replication, GPOs, DNS/DHCP configuration, user/role management, and Entra ID synchronization. - Office 365 & Azure – Review configuration, licensing, security policies, conditional access, and backup solutions; ensure compliance with best practices. - Virtualization (VMware/Hyper-V) – Monitor host/server health, cluster configurations, storage, networking, and failover capabilities. - Networking (LAN/WAN, VLANs, Firewalls, VPNs) – Verify firewall rules, VLAN segmentation, site-to-site/client VPNs, and monitoring for security or performance anomalies. - Endpoint Management (Intune, Compliance & Conditional Access) – Review device enrollment, compliance policies, Intune configurations, patch/update compliance, and conditional access enforcement. - Documentation Excellence - Maintain and improve documentation in IT Glue and Autotask. - Eliminate inconsistencies and ensure “single source of truth” across all client environments. - Create repeatable playbooks and process documentation for future reuse. - Analysis & Standards Enforcement - Identify systemic issues and recurring misalignments across multiple clients. - Suggest remediations and contribute insights to Project Initiation Documents (PIDs). - Provide feedback to refine GXA’s alignment methodology and technical standards. - Collaboration & Support - Partner with vCTOs by supplying accurate, actionable data for QBRs and strategic client engagements. - Collaborate with Centralized Services, Service Desk, and Security teams to ensure standard enforcement. - Mentor junior team members and help raise GXA’s technical maturity. Success Measures (Key Accountabilities) - Improved Technical Alignment – Client environments consistently meet GXA standards. - Reduced Reactive Noise – Lower recurring tickets and escalations by catching issues early. - Documentation Excellence – IT Glue and Autotask remain accurate, current, and complete. - Analytical Insight – Reports and data directly inform vCTO strategies and client roadmaps. - Standards Advancement – GXA’s standards evolve through TAE feedback and real-world findings. - Operational Consistency – Health checks and documentation delivered on schedule with precision. - Team Enablement – vCTOs and service teams rely on the TAE’s data to improve client experience. - Professional Growth – Progress toward certifications, advanced technical mastery, and leadership in standards enforcement.