SupportNinja

Network Engineer

• Serve as a support resource, resolving basic to medium customer-reported issues related to SD-WAN, firewalls, routers, and switches.
• Receive customer calls and own case lifecycle in Salesforce and ServiceNow.
• Troubleshoot and resolve VPN tunnel issues (Phase 1 and 2), Fortinet firewall policies, and network security configurations.
• Perform network device replacements (firewalls, routers, and switches) using backup configurations.
• Conduct root cause analysis and service restoration for network performance issues.
• Maintain SLAs by prioritizing and resolving tickets based on impact and urgency.
• Collaborate across internal and external teams, including Tier-1 support, NOC, Cox Service Assurance, Implementation, vendors, and ISPs/MSPs.