Enterprise Network Support Engineer (L2/FAE)

Omada by TP-Link Italia

Cernusco sul Naviglio

On-site

EUR 50,000 - 70,000

Full time

14 days+

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Job summary

TP-Link Italia is seeking an experienced, customer-facing Business Network Support Engineer to join our local Italy team. The role focuses on SMB/Enterprise networking and business customers, acting as the technical owner for escalated complex cases from L1 or directly from customers and partners.

You will perform hands-on troubleshooting, communicate directly with customers, and collaborate with L3 teams to drive issues to resolution.

Qualifications

Bachelor's degree in Computer Science, IT, Telecommunications or a related technical field.
3+ years of hands-on L2 enterprise network support, network engineering, FAE, or equivalent customer-facing role.

Responsibilities

Own and drive complex networking cases escalated from L1 Support or raised directly by key customers.
Deliver remote and on-site L2 technical support, troubleshooting complex network issues.
Perform root cause analysis using device logs, CLI debugging, packet captures and lab reproduction when required.
Troubleshoot Layer 2/3 and wireless issues including routing, switching, VLAN, STP, DHCP, DNS, VPN and roaming problems.
Analyze customer requirements and design or validate solutions based on TP-Link products for projects and deployments.
Coordinate with L3 Support teams and provide clear evidence, reproduction results, and escalation reports.
Collaborate with sales, presales and engineering to support successful solution implementation.
Deliver technical training to internal teams, partners and customers.