Remote Reliability Engineer Jobs in New Orleans, LA

Job Purpose
The Senior Systems & Network Engineer provides hands-on technical leadership for the design, implementation, troubleshooting, and support of client server, network, cloud, and security environments. This role is a senior escalation point within Exigo's service delivery and project teams and is responsible for ensuring that solutions are implemented securely, reliably, and in alignment with the approved scope of work.
This position is ideal for an experienced engineer who can move confidently between customer-facing technical discussions, deep troubleshooting, project implementation, and mentoring other engineers. While the role includes design and advisory responsibilities, it remains primarily a hands-on senior engineering position focused on execution, reliability, documentation, and technical quality.
Role Snapshot
Role Level
Senior hands-on engineer and escalation resource
Primary Focus
Systems, network, cloud, security, and client infrastructure operations
Customer Interaction
Frequent customer-facing technical communication and implementation support
Team Interaction
Works closely with service desk, systems engineers, project managers, account managers, and leadership
Travel / Schedule
Some customer-site travel and rotational after-hours support may be required
Main Responsibilities
Systems Engineering & Infrastructure Support
• Implement, administer, and troubleshoot Windows Server, Active Directory, DNS, DHCP, Group Policy, file services, print services, and related infrastructure components.
• Support Microsoft 365, Entra ID, Exchange Online, SharePoint, Teams, endpoint management, identity, and hybrid cloud environments.
• Deploy, maintain, and troubleshoot virtualization, storage, backup, disaster recovery, and high-availability solutions.
• Perform server migrations, operating system upgrades, application infrastructure changes, and environment standardization projects.
• Review system health, security posture, performance, and capacity trends and recommend corrective action.
Network Engineering & Security Operations
• Design, implement, maintain, and troubleshoot LAN, WAN, wireless, VPN, firewall, routing, switching, and SD-WAN environments.
• Diagnose complex network connectivity, performance, authentication, DNS, routing, firewall, and remote access issues.
• Assist with network segmentation, secure remote access, firewall policy reviews, and implementation of security best practices.
• Support telecommunications and IP telephony environments where required.
• Maintain accurate network diagrams, configuration documentation, change records, and implementation notes.
Project Implementation & Technical Quality
• Participate in technical discovery, requirements gathering, solution planning, and implementation activities for client projects.
• Translate approved Statements of Work into practical technical implementation plans and task-level execution steps.
• Prepare and maintain technical design documents, deployment plans, migration plans, runbooks, and client-facing documentation.
• Perform technical quality assurance reviews to confirm that implemented solutions align with approved architecture, scope, security requirements, and operational standards.
• Work closely with Project Managers to identify dependencies, risks, timelines, milestones, and resource needs.
Escalation, Troubleshooting & Service Delivery
• Serve as a senior escalation resource for complex systems, network, cloud, and security incidents.
• Own assigned technical issues through resolution, including root-cause analysis, remediation, documentation, and communication.
• Follow established escalation, change control, documentation, time entry, and service delivery procedures.
• Proactively alert project management, account management, and service leadership to risks, recurring issues, customer concerns, and recommended solutions.
• Maintain awareness of client environments, standards, known issues, installed platforms, and business-critical systems.
Customer Communication & Technical Leadership
• Develop and maintain strong working relationships with customer technical contacts, business stakeholders, and customer liaisons.
• Communicate technical issues, options, risks, and recommendations clearly to both technical and non-technical audiences.
• Support customer meetings, technical reviews, project status discussions, and post-implementation knowledge transfer.
• Demonstrate strong customer-facing skills, including professionalism, negotiation, conflict resolution, and crisis communication.
• Provide technical training and handoff documentation to customers following implementations.
Mentoring & Continuous Improvement
• Share technical knowledge, standards, lessons learned, and best practices with other engineers and analysts.
• Mentor junior and mid-level engineers by providing technical guidance, review, and escalation support.
• Stay current on infrastructure, cloud, cybersecurity, networking, and managed services technologies through training, certifications, professional associations, vendor resources, and industry research.
• Identify opportunities to improve service delivery, automate repetitive work, reduce risk, increase reliability, and improve customer outcomes.
Decision Making
• Recommends technical approaches for client systems, network, cloud, and security implementations.
• Makes senior-level troubleshooting and implementation decisions within approved scope, change control, and escalation procedures.
• Advises midsize and enterprise customers on practical technology decisions, operational tradeoffs, risk reduction, and implementation priorities.
• Escalates architectural, commercial, contractual, or scope-related decisions to appropriate leadership, project management, or account management resources.
Working Relationships & Contacts
Internal Contacts
• Systems Engineers
• Network Engineers
• Service Desk Analysts
• Project Managers
• Account Managers
• Service Delivery Leadership
• CIO / Lead Consultants
Customer / External Contacts
• Customer liaison and technical contacts
• Customer IT leadership and business stakeholders
• Customer project teams and application owners
• Microsoft, vendor, and partner resources
Required Qualifications
• 5+ years of hands-on systems, network, infrastructure, or managed services experience; 10+ years preferred.
• Advanced understanding of server and network environments and how business applications operate within those environments.
• Strong Windows Server administration experience, including Active Directory, DNS, DHCP, Group Policy, file services, and related Microsoft infrastructure technologies.
• Advanced understanding of LAN, WAN, TCP/IP, routing, switching, VPN, firewall, wireless, and remote access concepts.
• Experience supporting Microsoft 365, Entra ID, Exchange Online, SharePoint, Teams, identity, security, and endpoint environments.
• Experience with virtualization, backup, disaster recovery, monitoring, patching, and infrastructure lifecycle management.
• Ability to troubleshoot complex technical issues across systems, networks, endpoints, cloud services, and security platforms.
• Strong documentation, time management, prioritization, and organizational skills.
• Professional presentation, written communication, and phone manner.
• Ability to work independently while collaborating effectively with engineers, analysts, project managers, account managers, and customers.
Preferred Qualifications
• College degree in Information Technology, Computer Science, Engineering, or related field, or equivalent work experience.
• Microsoft, Cisco, Fortinet, VMware, security, or cloud certifications preferred but not required.
• Experience in a Managed Services Provider or consulting environment.
• Experience with IP telephony, SD-WAN, network security, endpoint security, compliance-driven environments, and business continuity solutions.
• Experience preparing technical architectural documents, implementation plans, and operational runbooks.
Core Competencies
Hands-On Technical Execution
Senior Escalation Ownership
Customer Communication
Systems Engineering
Network Engineering
Security Awareness
Documentation Discipline
Project Implementation
Problem Solving
Mentoring
Reliability
Continuous Improvement
Work Environment
• Hybrid office, remote, and customer-site work depending on business and customer needs.
• Some travel to customer locations required.
• Rotational after-hours, weekend, or holiday support may be required based on customer needs and project schedules.
• Other duties may be assigned as business needs evolve.