Responsibilities
- Diagnose and resolve complex networking issues affecting RMM connectivity, including DNS resolution errors, TCP/IP stack corruption, DPI and SSL inspection configuration, and persistent VPN tunnel instability.
- Consult with enterprise IT teams to optimize firewall rules, NAT traversal, and proxy configurations to ensure seamless, secure communication between NinjaOne agents and the cloud controller.
- Support customers operating within highly regulated, air-gapped, or segmented VLAN environments, ensuring patch management and monitoring tools respect internal security boundaries.
- Utilize tools like Wireshark or tcpdump to perform deep packet inspection, identifying latency sources or handshake failures in multi-site enterprise WANs.
- Analyze system logs, telemetry, and monitoring data to identify systemic issues across large endpoint fleets.
- Support customers operating under strict SLAs and ensure timely resolution and communication during high-impact incidents.
- Serve as the final escalation point for critical issues involving Windows, macOS, and Linux endpoints across environments with 1,000+ nodes.
- Develop PowerShell or Bash scripts that automate network diagnostic tasks, such as automated trace-routes, port-querying, and bandwidth throttling for remote software deployments.
- Act as the internal voice for network-related product improvements, working with Engineering to enhance the platform’s performance across low-bandwidth or high-latency networks.
- Lead technical workshops for Tier 1 and 2 teams specifically focused on "The OSI Model in Support," teaching junior techs how to systematically isolate network vs. software faults.
- Conduct deep technical investigations and produce clear post-incident reports outlining root cause, mitigation, and long-term remediation.
- Create internal runbooks, troubleshooting guides, and knowledge base articles to improve support efficiency.
- Assist in complex troubleshooting outside of Enterprise-specific customers.
- Other duties as needed.
Requirements
- 5+ years of experience managing or supporting enterprise-grade networking.
- Must be comfortable discussing BGP, OSPF, SD-WAN, and SSL/TLS certificate chains.
- 5+ years in Enterprise Technical Support or Systems Administration, supporting diverse hardware across global sites.
- Deep knowledge of Radius, NPS, and identity-driven network access control (NAC).
- Expert proficiency in network diagnostic suites and RMM tools (e.g., ConnectWise, Kaseya, N-able).
- Bachelor’s degree in Computer Science, Network Engineering, or equivalent industry experience.
- Primary Certification: CCNP (Enterprise), JNCIS-ENT, Network+, or equivalent enterprise networking experience required.
Nice to Have
- Exposure or familiarity with Fortinet, Palo Alto, Cisco as well as zero trust tools like Zscaler, Check Point, Cloudflare.
- Secondary Certification: CWNA (Certified Wireless Network Administrator) or specialized Security certifications (CCNP Security/CISSP) strongly preferred.
- Prior experience with IDP, SMTP, MDM, ITSM.
- Experience supporting enterprise applications or internal platforms.
- Prior experience working in an enterprise or regulated environments.
- Familiarity with ticket-based support workflows.
- Familiarity with Unix/Linux command-line environments.
- Exposure to application configuration, customization, or administration.
- Strong ability to gather and translate business requirements into technical solutions.
Benefits
- Comprehensive benefits package, which includes medical, dental, and vision insurance.
- 401(k) plan.
- Unlimited PTO.
- Opportunity for growth and advancement.
- NinjaOne has retained a 98% customer satisfaction score for more than 5 years.
