Business Networks Support Engineer
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.