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.