04 ago - Cernusco sul Naviglio
Omada by TP-Link Italia
Business Networks Support Engineer
Le seguenti informazioni hanno lo scopo di fornire ai potenziali candidati una migliore comprensione dei requisiti per questo ruolo.
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:
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Handle complex issues escalated from L1 Support, providing timely and effective solutions to minimize impact on customers.
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Deliver remote and on-site technical support for troubleshooting and resolving product issues.
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Analyze technical requirements for customer bids and proposals.
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Design and deliver solutions based on TP-Link products that meet customers and business objectives.
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Collaborate with sales and engineering teams to ensure successful implementation of solutions.
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Work directly with key Italy customers to address inquiries, ensure satisfaction, and build long-term relationships.
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Coordinate with L3 Support teams (R&D;, testing, product) to diagnose and resolve advanced technical challenges.
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Deliver training sessions to internal teams (e.g., L1 Support)
to enhance their technical expertise.
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Conduct technical training for external customers to help them better understand and utilize products.
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Update and maintain internal knowledge bases with troubleshooting processes, best practices, and solutions.
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Gather feedback from customers regarding product performance and usability.
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Participate in the validation and testing of new products to ensure technical readiness for market entry.
Qualifications:
Education & Experience:
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Bachelor’s degree in computer science, Information Technology, Telecommunications, or a related field.
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3+ years of experience in technical support, enterprise network solutions, or a related role.
Technical Skills:
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Strong understanding of networking protocols and network architectures.
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Hands-on experience with enterprise level networking devices, including routers, switches, and wireless access points.
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Proficiency in analyzing logs, packet captures, and designing technical solutions.
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Experience with bid analysis and crafting technical solutions for enterprise customers is a plus.
Skills:
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Excellent written and verbal communication skills in English/Italian.
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Strong customer service mindset with a proactive approach to problem-solving.
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Ability to work collaboratively with cross-functional teams.
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Respond to urgent cases, including those requiring attention outside of regular working hours.
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Relevant certifications such as CCNA, CCNP, or equivalent certifications.
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Experience providing training to internal teams and external customers.
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Familiarity with technical support for enterprise-level clients. xysqume
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Experience in ticketing system such as Zendesk.
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