Level 2 Business Network Support Engineer

TP-Link Systems Inc. is currently seeking a Level 2 Business Network Support Engineer.

Headquartered in the United States, TP-Link Systems Inc. is a global provider of reliable networking devices and smart home products, consistently ranked as the world’s top provider of Wi-Fi devices. The company is committed to delivering innovative products that enhance people’s lives through faster, more reliable connectivity. With a commitment to excellence, TP-Link serves customers in over 170 countries and continues to grow its global footprint.

We believe technology changes the world for the better! At TP-Link Systems Inc, we are committed to crafting dependable, high-performance products to connect users worldwide with the wonders of technology. 

Embracing professionalism, innovation, excellence, and simplicity, we aim to assist our clients in achieving remarkable global performance and enable consumers to enjoy a seamless, effortless lifestyle. 

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 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.
• Full-time in Irvine office

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

WHAT WE"RE ALL ABOUT:

TP-Link is always seeking ambitious individuals, who are enthusiastic and passionate about their work. 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.

Feel a connection? Send us your resume and a cover letter telling us why you believe you’re the right fit for our team.

We are committed to diversity. TP-Link is an Equal Opportunity and Affirmative Action Employer M/F/D/V.