Dettagli offerta di lavoro
Data :
2025-12-04Disponibilità lavorativa :
Full timeContratto di lavoro :
Contratto a tempo indeterminato - in aziendaThe Digital & IT team of Grafton, a global brand that specializes in professional recruitment, For a global leader in the production and distribution of networking products, Grafton is looking for a
Business Network Support Engineer
This position will focus on the SMB/Enterprise product lines and our global corporate clients. It is a Level 2 engineering role that supports Level 1 Support Specialists, who serve as the first point of contact for any network-related issues and support requests, ensuring timely and efficient resolution.
Responsibilities:
- Handle complex issues escalated by Level 1 Support, providing timely and effective solutions to minimize customer impact.
- Deliver remote and on-site technical support for troubleshooting and resolving product-related issues.
- Analyze technical requirements for customer bids and proposals.
- Collaborate with sales and engineering teams to ensure successful solution implementation.
- Work directly with key clients in Italy to address inquiries, ensure satisfaction, and build long-term relationships.
- Coordinate with Level 3 support teams (R&D, testing, product) to diagnose and resolve advanced technical challenges.
- Conduct internal training sessions (e.g., for Level 1 Support) to enhance technical capabilities.
- Deliver technical training to external clients to help them better understand and utilize the products.
- Update and maintain internal knowledge bases with troubleshooting processes, best practices, and solutions.
- Gather customer feedback on product performance and usability.
- Participate in the validation and testing of new products to ensure technical readiness for market launch.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field.
- 3+ years of experience in technical support, enterprise networking solutions, or a related role.
Technical Skills:
- Strong understanding of networking protocols and architectures.
- Hands-on experience with enterprise-grade networking devices, including routers, switches, and wireless access points.
- Proficiency in log analysis, packet capture, and technical solution design.
- Experience in bid analysis and designing technical solutions for enterprise clients is a plus.
Soft Skills and Competencies:
- Excellent written and verbal communication skills in both English and Italian.
- Strong customer service orientation with a proactive approach to problem-solving.
- Ability to collaborate effectively with cross-functional teams.
- Availability to respond to urgent cases, including those requiring attention outside regular working hours.
- Relevant certifications such as CCNA, CCNP, or equivalent.
- Experience in training internal teams and external clients.
- Familiarity with technical support for enterprise-level customers.
- Experience with ticketing systems such as Zendesk.
Grafton è il brand globale che si occupa di Professional Recruitment di Gi Group Holding, la prima multinazionale italiana del lavoro e una tra le principali realtà che offrono servizi e consulenza HR a livello globale. L’offerta si intende rivolta a candidati ambosessi, nel rispetto del D.Lgs. n. 198/2006 e ss.mm.ii. e dei Decreti Legislativi n. 215 e n. 216 del 2003 sulle parità di trattamento. I candidati sono invitati a leggere l’informativa privacy ai sensi degli artt. 13 e 14 del Reg. EU 679/2016 al seguente indirizzo https://it.grafton.com/it/privacy-candidati (Aut. Min. del 15/04/2014 Prot. N: 39/4903)
Settore industriale :
Ict - tecnologie informatiche e di comunicazioneArea professionale :
Ict - tecnologie informatiche e di comunicazioneMansione :
Network engineerFiliale / Ref. :
UFFICIO MILANO / 1593681
The Digital & IT team of Grafton, a global brand that specializes in professional recruitment, For a global leader in the production and distribution of networking products, Grafton is looking for a
Business Network Support Engineer
This position will focus on the SMB/Enterprise product lines and our global corporate clients. It is a Level 2 engineering role that supports Level 1 Support Specialists, who serve as the first point of contact for any network-related issues and support requests, ensuring timely and efficient resolution.
Responsibilities:
- Handle complex issues escalated by Level 1 Support, providing timely and effective solutions to minimize customer impact.
- Deliver remote and on-site technical support for troubleshooting and resolving product-related issues.
- Analyze technical requirements for customer bids and proposals.
- Collaborate with sales and engineering teams to ensure successful solution implementation.
- Work directly with key clients in Italy to address inquiries, ensure satisfaction, and build long-term relationships.
- Coordinate with Level 3 support teams (R&D, testing, product) to diagnose and resolve advanced technical challenges.
- Conduct internal training sessions (e.g., for Level 1 Support) to enhance technical capabilities.
- Deliver technical training to external clients to help them better understand and utilize the products.
- Update and maintain internal knowledge bases with troubleshooting processes, best practices, and solutions.
- Gather customer feedback on product performance and usability.
- Participate in the validation and testing of new products to ensure technical readiness for market launch.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related field.
- 3+ years of experience in technical support, enterprise networking solutions, or a related role.
Technical Skills:
- Strong understanding of networking protocols and architectures.
- Hands-on experience with enterprise-grade networking devices, including routers, switches, and wireless access points.
- Proficiency in log analysis, packet capture, and technical solution design.
- Experience in bid analysis and designing technical solutions for enterprise clients is a plus.
Soft Skills and Competencies:
- Excellent written and verbal communication skills in both English and Italian.
- Strong customer service orientation with a proactive approach to problem-solving.
- Ability to collaborate effectively with cross-functional teams.
- Availability to respond to urgent cases, including those requiring attention outside regular working hours.
- Relevant certifications such as CCNA, CCNP, or equivalent.
- Experience in training internal teams and external clients.
- Familiarity with technical support for enterprise-level customers.
- Experience with ticketing systems such as Zendesk.
Grafton è il brand globale che si occupa di Professional Recruitment di Gi Group Holding, la prima multinazionale italiana del lavoro e una tra le principali realtà che offrono servizi e consulenza HR a livello globale. L’offerta si intende rivolta a candidati ambosessi, nel rispetto del D.Lgs. n. 198/2006 e ss.mm.ii. e dei Decreti Legislativi n. 215 e n. 216 del 2003 sulle parità di trattamento. I candidati sono invitati a leggere l’informativa privacy ai sensi degli artt. 13 e 14 del Reg. EU 679/2016 al seguente indirizzo https://it.grafton.com/it/privacy-candidati (Aut. Min. del 15/04/2014 Prot. N: 39/4903)