Business Network Support Specialist
1 day ago
TP-Link Systems Inc. is a leading provider of innovative networking solutions, consistently ranked as the world's top provider of Wi-Fi devices.
We are seeking an experienced Level 2 Business Network Support Engineer to join our North American Business Network Support Specialist team.
The successful candidate will serve as the secondary point of contact for escalated network support issues and inquiries, troubleshooting complex problems through live phone, chat, and email support.
Key responsibilities include:
- Receiving service requests via various channels, collecting necessary information, and determining basic problems.
- Informing customers about service request updates and updating tickets in the ticketing queue.
- Analyzing severity levels, providing product information and configuration support, and making product recommendations based on knowledge base and other open sources.
- Performing hardware RMA, following troubleshooting SOP, and providing solution-based feedback.
Requirements:
- At least 2+ years of business customer technical support experience via Chat, Phone or Email.
- 3+ years of experience supporting SMB/Enterprise products.
- Expert-level knowledge of Wired or Wireless Networking (TCP/IP, DHCP, DNS, IGMP, 802.1X) and common networking features (VPN, 802.1Q VLAN, VoIP, Multicast, Centralized Network Management).
- Familiarity with Cisco Meraki/HPE/Ubiquiti networks or other business network product configurations and troubleshooting.
Estimated salary: $85,000 - $105,000 annually + Bonus.
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