Business Networking Support Engineer Tier 2

TP-Link Systems Inc. is currently seeking a Business Networking Support Engineer Tier 2. TP-Link is a leading provider of consumer Wi-Fi networking products. We continuously develop new products and technologies that transform the way people connect. Our networking expertise uniquely positions us as a leader in emerging technologies that improve our everyday lives, such as smart home products. TP-Link networking and smart home products and services make daily lives simple and secure.

Spacious and modern, our new Irvine location creates a casual atmosphere that fosters team collaboration. In addition to free snacks and drinks, we provide all employees with fully paid medical, dental and vision insurance, and contribute to their 401k funds. We have a robust benefits package, including over four weeks of PTO per year bi-annual pay increases. We strive to create an inclusive environment that provides opportunities for career development and advancement. We offer health & wellness benefits, including free gym membership, quarterly team building events and more. Come join our team!

What we’re looking for:

TP-Link Systems Inc. is seeking an independent, energetic technology-driven professional to become a part of our North American Business Network Support Specialist team. This position will focus on our SMB/Enterprise product lines for our North American customer base. 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. Additionally, Tier 2 Business Network Support Engineers will 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. 

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 Level 1 support required material absence to Level 1 Support Manager.
• Provide feedback on scenarios or requirements not covered by the product to additional Support Teams.
• Full-time in Irvine office

Requirements

• Must have 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).
• 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.
• 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