KEY RESPONSIBILITIES
• Provide advanced technical support and troubleshooting for TP- Link products, with a particular emphasis on networking solutions relevant to ISPs (e.g., OLT, ONU, GPON, routers, switches, wireless access points, etc.).
• Represent TP- Link at workshops, events, and client meetings
• Collaborate closely with the sales team and product manager to provide technical insights, gather feedback, and contribute to product improvement and new product development.
• Manage escalated technical issues, working closely with global support teams when necessary.
• Lead, mentor, and manage a team of technical support engineers, ensuring high performance and continuous skill development.
• Stay up- to- date with the latest networking technologies, industry trends, and TP- Link product developments.
• Monitor and analyze customer support metrics to identify trends, areas for improvement, and ensure customer satisfaction.
• Act as the primary technical point of contact for the ISP customers, understanding their technical requirements and providing tailored solutions.
• Create and maintain comprehensive technical documentation, including troubleshooting guides, FAQs, and best practices.
• Develop and deliver technical training programs for internal teams and external partners.
QUALIFICATIONS:
• Excellent leadership, team management, and mentoring skills.
• Fluent in either English or Chinese
• Strong analytical and problem- solving abilities with a keen eye for detail.
• Bachelor&039;s degree in Computer Science, Information Technology, Telecommunications, or a related field.
• Minimum of 4 years of experience in technical support, network engineering, or a similar role within the telecommunications or networking industry.
• Strong hands- on experience with configuring, troubleshooting, and managing networking equipment, including routers, switches, firewalls, and wireless access points.
• In- depth knowledge of networking protocols (TCP/IP, VLAN, OSPF, BGP, MPLS, etc.) and technologies (GPON, EPON, xDSL, Fiber Optic, Wireless N/AC/AX).
• Good communication, interpersonal, and presentation skills.
• Proven experience working directly with ISP or ISP companies is essential, understanding their infrastructure, challenges, and operational needs.
BENEFITS
• Lovely gifts/bonuses from company: Tet, public holidays, wedding, giving birth, women’s day.
• Opportunity to earn recognition through our "Best Staff of the Quarter" award.
• Free in- house entertainment facilities and snack, coffee, tea
• Bao Viet health insurance package and full social insurance
• Competitive salary with quarterly and yearly bonuses
• Join in various team buildings, team dinners, birthdays, Xmas events.
