01 set - Cernusco sul Naviglio
Omada by TP-Link Italia
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 ens
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