Business Networks Support Engineer

4 settimane fa

Cernusco sul Naviglio Lombardy Italy, IT TP-Link Italia A tempo pieno

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.

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