FusionTek is a Managed Service Provider established in 2007, with offices located in the greater Seattle area, Washington, DC, and Tampa, FL. Our innovative team is passionate about IT infrastructure management for small- to mid-sized businesses. As we continue to expand our services, we are eager to find a Tier 3 Support Engineer who embodies our core values: - Teamwork: We achieve our goals collaboratively. - Growth Mindset: We are focused on continuous improvement for our team members and our clients. - Integrity: We operate with transparency and prioritize the needs of our clients. - Ownership: We take responsibility for our work and ensure commitments are fulfilled. In this fully remote position, you will be the backbone of our advanced support team. You will delve into intricate networking environments, enhance infrastructure performance, and assist clients in overcoming critical IT challenges. If you have a strong passion for networking, routing, and switching, and excel in a fast-paced, dynamic MSP setting, we want you to join our team. Here's What You’ll Be Doing: - Act as the Ultimate Escalation Point: Serve as the senior technical resource for Level 1 and Level 2 help-desk technicians, resolving complex tickets efficiently and mentoring junior staff. - Advanced Network Management: Troubleshoot, configure, and manage complex routing, switching, LAN, and WAN environments for a diverse portfolio of clients. - Infrastructure Troubleshooting: Diagnose and resolve high-level system, server, and network outages, ensuring maximum up-time and minimal business disruption. - Strategic Implementation: Assist in deploying, migrating, and upgrading client infrastructure, specifically focusing on networking hardware (firewalls, routers, switches) and cloud integrations. - Documentation & Best Practices: Maintain impeccable documentation of client networks., configurations, and standard operating procedures (SOPs) to streamline future troubleshooting.

Role Description As we continue to expand our services, we are eager to find a Tier 3 Support Engineer who embodies our core values: - Teamwork: We achieve our goals collaboratively. - Growth Mindset: We are focused on continuous improvement for our team members and our clients. - Integrity: We operate with transparency and prioritize the needs of our clients. - Ownership: We take responsibility for our work and ensure commitments are fulfilled. In this fully remote position, you will be the backbone of our advanced support team. You will delve into intricate networking environments, enhance infrastructure performance, and assist clients in overcoming critical IT challenges. If you have a strong passion for networking, routing, and switching, and excel in a fast-paced, dynamic MSP setting, we want you to join our team. Here's What You’ll Be Doing: - Act as the Ultimate Escalation Point: Serve as the senior technical resource for Level 1 and Level 2 help-desk technicians, resolving complex tickets efficiently and mentoring junior staff. - Advanced Network Management: Troubleshoot, configure, and manage complex routing, switching, LAN, and WAN environments for a diverse portfolio of clients. - Infrastructure Troubleshooting: Diagnose and resolve high-level system, server, and network outages, ensuring maximum up-time and minimal business disruption. - Strategic Implementation: Assist in deploying, migrating, and upgrading client infrastructure, specifically focusing on networking hardware (firewalls, routers, switches) and cloud integrations. - Documentation & Best Practices: Maintain impeccable documentation of client networks, configurations, and standard operating procedures (SOPs) to streamline future troubleshooting. Qualifications - 3–5+ years of hands-on networking + advanced IT support, ideally within a Managed Service Provider (MSP) environment. - Must reside in Continental United States. - Candidates in Pacific or Central time zones are ideal (but not required). Requirements - CompTIA Network+ (Required) and Cisco CCNA or equivalent (Preferred, or earned within 6 months of hire). - CompTIA Security+, Fortinet NSE4+, SonicWall SNSA. - Microsoft Azure Administrator (AZ‑104) or Microsoft 365 Administrator Expert (MS‑102). - Strong, practical experience with routing & switching, LAN/WAN, VLANs, VPNs, and firewall management (e.g., Fortinet, SonicWall, Cisco, or Meraki). - Experience with Datto Networking (APs, switches) is a major advantage. - Demonstrated ability to recover client data during outages and manage high-pressure DR scenarios. - Hands-on experience with Datto BCDR, Veeam, or Barracuda is a strong plus. - Deep knowledge of Windows Server, Active Directory, Office/Microsoft 365, and virtualization (VMware / Hyper‑V). - Working knowledge of Microsoft Azure and/or AWS. Professional & Soft Skills - Proven ability to work independently in a 100% remote environment. - Strong communication, time management, and proactive collaboration skills. - Ability to explain complex technical concepts to non-technical users with clarity and empathy. - Exceptional written and verbal communication. Benefits - Competitive salary: $85k - $95k/year. - Quarterly bonus eligibility: Earn up to 4% each quarter by meeting departmental KPIs and Metrics (That's potentially another $13,600 - $15,200 annually). - 100% remote position across all 50 states — ditch the commute and work where you’re happiest! - Comprehensive coverage: Medical, Dental, and Vision coverage. - 401(k) plan with 4% company matching and immediate vesting. - Generous PTO, Paid company holidays, Dedicated Birthday PTO, and additional floating holiday for extra flexibility. - Educational reimbursement for certification tests and access to company-supplied training resources. Receive a salary increase after successfully completing approved certifications. - Monthly cell phone stipend to support your connectivity needs. - Fun events and opportunities to connect with colleagues.

• Handle high volume of calls and emails, providing assistance for POS, IT, and Networking issues • Diagnose and troubleshoot issues for Point-of-Sale Systems • Troubleshoot networking issues, wired and wireless • Diagnose and troubleshoot Windows 11 Operating Systems • Keep customers informed of ticket progress • Improve customer service, perception, and satisfaction • Document internal processes and procedures related to duties and responsibilities • Interact with vendors to support hardware and software

Description About the Role As an Enterprise Support Engineer, you will be the primary technical authority for NinjaOne's largest global accounts, with a specialized focus on the intersection of RMM software and complex network infrastructure. This role requires a "Network-First" troubleshooting mindset-identifying whether a performance bottleneck stems from the application, the endpoint, or the underlying transport layer. We are looking for an experienced veteran who can navigate high-pressure network outages and configuration hurdles with the same precision they apply to endpoint management. This role will report into the Director of North American Support with close ties to the Enterprise Sales organization. Location - Hybrid in Austin, TX (in-office 2-3 days per week). What You'll be Doing Network Architecture & Troubleshooting - Infrastructure Analysis: 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 - Security & Firewall Management: 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. Exposure or familiarity with Fortinet, Palo Alto, Cisco as well as zero trust tools like Zscaler, Check Point, Cloudflare - VLAN & Segmented Environments: Support customers operating within highly regulated, air-gapped, or segmented VLAN environments, ensuring patch management and monitoring tools respect internal security boundaries - Packet-Level Analysis: Utilize tools like Wireshark or tcpdump to perform deep packet inspection, identifying latency sources or handshake failures in multi-site enterprise WANs - Diagnostics & Observability: Analyze system logs, telemetry, and monitoring data to identify systemic issues across large endpoint fleets - Enterprise SLA Management: Support customers operating under strict SLAs and ensure timely resolution and communication during high-impact incidents. Advanced Endpoint & Automation - Tier 3 Escalations: Serve as the final escalation point for critical issues involving Windows, macOS, and Linux endpoints across environments with 1,000+ nodes - Network-Aware Scripting: Develop PowerShell or Bash scripts that automate network diagnostic tasks, such as automated trace-routes, port-querying, and bandwidth throttling for remote software deployments Strategic Leadership - Network Advocacy: 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 - Socratic Mentorship: 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 - Root Cause Analysis: Conduct deep technical investigations and produce clear post-incident reports outlining root cause, mitigation, and long-term remediation - Knowledge Development: 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 About You - You align with our values Curiosity, Integrity, Kindness, Humility, & Builders and are committed to creating an environment where these values flourish in our teams - Networking Expertise: 5+ years of experience managing or supporting enterprise-grade networking. You must be comfortable discussing BGP, OSPF, SD-WAN, and SSL/TLS certificate chains - Technical Breadth: 5+ years in Enterprise Technical Support or Systems Administration, supporting diverse hardware across global sites - Identity & Access: Deep knowledge of Radius, NPS, and identity-driven network access control (NAC) - Tools: Expert proficiency in network diagnostic suites and RMM tools (e.g., ConnectWise, Kaseya, N-able) - Education: 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 - 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 About Us NinjaOne unifies IT to simplify work for more than 35,000 customers in 140+ countries . The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend . By automating IT and managing all endpoints, organizations give employees a great technology experience at work. NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years . What You'll Love We are a collaborative, kind, and curious community. We honor your flexibility needs with full-time work that is hybrid remote. We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance. We help you prepare for your financial future with our 401(k) plan. We prioritize your work-life balance with our unlimited PTO. We reward your work with opportunity for growth and advancement. Additional Information This position is NOT eligible for Visa sponsorship. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment. #LI- PF 1 #Li-Hybrid #BI-Hybrid