OverviewTP-Link Italia is seeking an independent, energetic technology-driven professional to join our Italy-based team as a Business Network Support Engineer. This position focuses on SMB/Enterprise product lines and global business customers. It is an L2 engineering role supporting Level 1 Support Specialists who serve as the first point of contact. This role includes troubleshooting, documenting support tickets, escalating complex issues to higher-level teams when necessary, and ensuring incidents are resolved in accordance with service level agreements. The candidate should have strong 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.
QualificationsEducation & 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 using ticketing systems such as Zendesk.
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