Business Networking L1 Support Specialist

TP-Link Systems is currently seeking a Business Networking L1 Support Specialist. 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 is seeking an independent, energetic technology-driven professional to become a part of our North American-Based Business Network Support Specialist.  This position will focus on our SMB/Enterprise product lines and our North American customer base. The Level 1 Business Network Support Specialist will serve as the first point of contact for any network support related issues and inquiries, troubleshooting and resolving problems in a timely and efficient manner through live phone, chat, and Email support.  Additionally, they 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.  One should have both a level of experience in working in call center environments and contain great knowledge of networking.

• Provide customer support by phone, chat, and Email.
• Troubleshoot and resolve networking related problems in a timely manner.
• Uncover customer’s needs, creating solutions, and resolving problems.
• Make a positive impression with customers through best-in-class customer service.
• Immediate escalation of critical problems.
• Document support tickets escalate complex issues to higher-level support teams.
• Walk customers through hardware installation or software configuration process.

Requirements:

• 2+ years business customer technical support experience via Chat, Phone or Email.
• 2+ years of experience supporting SMB/Enterprise products.
• 3+ years of experience in working in call/support center environments.

Able to provide customer solutions based on requirements and TP-Link business products.

Have good knowledge of Wired and Wireless Networking (TCP/IP, DHCP, DNS, IGMP, 802.1X) and common networking features (VPN, 802.1Q VLAN, VoIP, Multicast, Centralized Network Management).

• Experience configuring at least one type of commercial networking product, such as firewalls, VPN routers, switches, or wireless access points.

• Exceptional verbal and written communication skills. Ability to explain technical concepts to non-technical users clearly and effectively. Able to provide customer solutions based on requirements and TP-Link business products.

Preferred Skills:

Having working Experience in the networking industry, like Cisco Meraki, HPE (Aruba), Ubiquiti Networks, etc.

• Networking certifications (CCNA/CWNA/ACNT/CCNP/CCIE/Etc.)

• Having IT working experience and familiar with Cisco Meraki /Juniper/HPE or other business network product configurations and troubleshooting.

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.

Salary: $70K - $85K 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.