Network Support Specialist
2 days ago
TP-Link Systems Inc., a leading provider of networking devices and smart home products, is seeking an experienced Level 2 Business Network Support Engineer. Based in Irvine, California, this role will focus on supporting North American customer base for SMB/Enterprise product lines.
We are committed to delivering innovative products that enhance people's lives through faster, more reliable connectivity. As a result, we are looking for an independent, energetic technology-driven professional who can serve as the secondary point of contact for any escalated network support related issues and inquiries.
The successful candidate will have exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and effectively. They will be responsible for troubleshooting and resolving complex problems in a timely and efficient manner through live phone, chat, and Email support and updated ticket queues.
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.
- 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.
As a global company, TP-Link values diversity and thrives on entrepreneurial spirit and drive.
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