Network Support Engineer

Per primario cliente di stampo internazionale, Grafton è alla ricerca di un Network Support Engineer .

We are searching an independent, energetic, and technology‑driven professional to join the local team as a Business Network Support Engineer. This role focuses on SMB/Enterprise product lines and global business customers. It is an L2 engineering position supporting Level 1 Support Specialists, who serve as the first point of contact for network-related issues and inquiries. Responsibilities include troubleshooting and resolving problems efficiently, documenting support tickets, escalating complex cases to higher-level teams when necessary, and ensuring that all incidents are handled according to service level agreements. Strong expertise in business‑level networking is essential.

Responsibilities:

• Handle complex issues escalated from L1 Support, providing timely and effective solutions to minimize impact on customers.
• Deliver remote and on-site technical support for troubleshooting and resolving product issues.
• Analyze technical requirements for customer bids and proposals.
• Design and deliver solutions that meet customers and business objectives.
• Collaborate with sales and engineering teams to ensure successful implementation of solutions.
• Work directly with key Italy customers to address inquiries, ensure satisfaction, and build long-term relationships.
• Coordinate with L3 Support teams (R&D, testing, product) to diagnose and resolve advanced technical challenges.
• Deliver training sessions to internal teams (e.G., L1 Support) to enhance their technical expertise.
• Conduct technical training for external customers to help them better understand and utilize products.
• Update and maintain internal knowledge bases with troubleshooting processes, best practices, and solutions.
• Gather feedback from customers regarding product performance and usability.
• Participate in the validation and testing of new products to ensure technical readiness for market entry.

Qualifications:

• +1 years of experience in technical support, enterprise network solutions, or a related role.

Technical Skills:

• Strong understanding of networking protocols and network architectures.
• Hands-on experience with enterprise level networking devices, including routers, switches, and wireless access points.
• Proficiency in analyzing logs, packet captures, and designing technical solutions.
• Experience with bid analysis and crafting technical solutions for enterprise customers is a plus.
• Excellent written and verbal communication skills in English.
• Strong customer service mindset with a proactive approach to problem-solving.
• Ability to work collaboratively with cross-functional teams.
• Relevant certifications such as CCNA, CCNP, or equivalent certifications.
• Experience providing training to internal teams and external customers.
• Familiarity with technical support for enterprise-level clients.
• Experience in ticketing system 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 (Aut. Min. del 15/04/2014 Prot. N: 39/4903)