Business Networks Support Engineer

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.