1 day ago Be among the first 25 applicants
Get AI-powered advice on this job and more exclusive features.
TP-Link Italia is seeking an independent, energetic technology-driven professional to become a part of our Italy local based Business Network Support Engineer. This position will focus on our SMB/Enterprise product lines and our global business customers. This is a L2 engineer who will be there to support Level 1 Support Specialists that serve as the first point of contact. For any network support related issues and inquiries, troubleshooting and resolving problems in a timely and efficient manner. Additionally, they document support tickets, escalate complex issues to higher-level support teams when necessary, and ensure that all incidents are resolved according to service level agreements. One should have great knowledge of business level networking.
Responsibilities
* Handle complex issues escalated from L1 Support, providing timely and effective solutions to minimize impact on customers.
* Deliver remote and on-site technical support for troubleshooting and resolving product issues.
* Analyze technical requirements for customer bids and proposals.
* Design and deliver solutions based on TP-Link products that meet customers and business objectives.
* Collaborate with sales and engineering teams to ensure successful implementation of solutions.
* Work directly with key Italy customers to address inquiries, ensure satisfaction, and build long-term relationships.
* Coordinate with L3 Support teams (R&D, testing, product) to diagnose and resolve advanced technical challenges.
* Deliver training sessions to internal teams (e.g., L1 Support) to enhance their technical expertise.
* Conduct technical training for external customers to help them better understand and utilize products.
* Update and maintain internal knowledge bases with troubleshooting processes, best practices, and solutions.
* Gather feedback from customers regarding product performance and usability.
* Participate in the validation and testing of new products to ensure technical readiness for market entry.
Qualifications
Education & Experience:
* Bachelor’s degree in computer science, Information Technology, Telecommunications, or a related field.
* 3+ years of experience in technical support, enterprise network solutions, or a related role.
Technical Skills:
* Strong understanding of networking protocols and network architectures.
* Hands-on experience with enterprise level networking devices, including routers, switches, and wireless access points.
* Proficiency in analyzing logs, packet captures, and designing technical solutions.
* Experience with bid analysis and crafting technical solutions for enterprise customers is a plus.
Skills:
* Excellent written and verbal communication skills in English/Italian.
* Strong customer service mindset with a proactive approach to problem-solving.
* Ability to work collaboratively with cross-functional teams.
* Respond to urgent cases, including those requiring attention outside of regular working hours.
* Relevant certifications such as CCNA, CCNP, or equivalent certifications.
* Experience providing training to internal teams and external customers.
* Familiarity with technical support for enterprise-level clients.
* Experience in ticketing system such as Zendesk.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
Referrals increase your chances of interviewing at TP-Link Italia by 2x
Get notified about new Network Support Engineer jobs in Cernusco sul Naviglio, Lombardy, Italy.
Systems and Network Engineer - Apprentice
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr