Business Network Support Specialist

7 days ago

Irvine, California, United States TP-Link Systems Inc. Full time

At TP-Link Systems Inc., we are committed to delivering innovative products that enhance people's lives through faster, more reliable connectivity. We are seeking a highly skilled Level 2 Business Network Support Engineer to join our North American Business Network Support Specialist team.



Job Summary

The Level 2 Business Network Support Engineer will serve as the secondary point of contact for any escalated network support related issues and inquiries, troubleshooting and resolving complex problems in a timely and efficient manner through live phone, chat, and Email support and updated ticket queues.



Key Responsibilities


  • Service Request reception through Call/Chat/Email/Ticket system.
  • Collect necessary information and determine basic problems of SR.
  • Inform customer about the service request update.
  • Update tickets in ticketing queue.
  • Analyzing severity levels.
  • Provide product information and configuration support based on knowledge base and other open information sources like TP-Link website.
  • Product recommendations based on product specifications or competitor's products.
  • Perform hardware RMA based on relevant SOP.
  • Follow the troubleshooting SOP and collect relevant technical problem identification information.
  • Provide solution based on standard internet protocols and software features .
  • Provide feedback on Tier 1 support required material absence to Tier 1 Support Manager.
  • Provide feedback on scenarios or requirements not covered by the product to additional Support Teams.


Requirements


  • 2+ years business customer technical support experience via Chat, Phone or Email.
  • 3+ years of experience supporting SMB/Enterprise products.
  • At least 3 years of experience in the field of network management / support practice.
  • Able to provide customer solutions based on requirements and TP-Link business 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).
  • Familiar with Cisco Meraki /HPE/Ubiquiti networks or other business network product configurations and troubleshooting. L3 Switch related experience preferred.
  • Exceptional verbal and written communication skills. Ability to explain technical concepts to non-technical users clearly and effectively.
  • Experience configuring of commercial networking products, such as firewalls, VPN routers, switches, or wireless access points.
  • Proficiency in using Microsoft Office programs like Word, Excel, and Outlook.
  • Experience in working in call center environments.


Preferred Skills


  • Having working Experience in the networking industry
  • Networking certifications (CCNA/CWNA/ACNT/CCNP/CCIE/Etc.)
  • Familiarity with customer service processes and systems (e.g., Zendesk).
  • Having IT working experience and familiar with Cisco Meraki /Juniper/HPE or other business network product configurations and troubleshooting.
  • Having working Experience in the networking industry, like Cisco Meraki, HPE (Aruba), Ubiquiti Networks, etc.


Education


  • BE Degree from an accredited college. Information technology, Computer Science, or computer engineering preferred.
  • AE Degree with terrific business customer service and networking background is also acceptable.


Benefits

Salary: $75K - $95K annually + Bonus



At TP-Link, we are a global company that values diversity and thrives on entrepreneurial spirit and drive. While TP-Link has made its global mark, it is still a relatively new brand to the U.S. As we grow and shape our team, we're looking for people to directly influence the success of our U.S. business.

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