Business Networks Support Engineer

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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

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