We are an American Fortune 500 company headquartered in Centennial, Colorado. The company specializes in distribution and value-added services relating to electronic components and computer products.At Arrow ECS, we are at the forefront of new internet security technology, providing businesses with technical expertise. As a company, we sell, install, and maintain customer's software and hardware solutions such as firewalls, antivirus, web filtering, and virtual infrastructures, to name a few. Our customers range from small businesses to some of the biggest companies in the world. We work with these customers to ensure that their IT infrastructure is fast, reliable, secure, and most importantly, works well for their needs.Few Words About the Team:Through the combination of industry leaders Broadcom, LSI, Broadcom Corporation, Brocade, CA Technologies, and Symantec, the company is leading the industry into the future. Broadcom is focused on technology leadership and infrastructure software solutions. The company is a global leader in numerous product segments serving the world's most successful companies.The Customer Support organization delivers the technical support function of the Broadcom Software Group. Our mission is to ensure that customers are successful and get the most value out of our software solutions. We are currently a team of 30 engineers (spread across Morocco and the UK), serving the global customer base and providing continuous coverage. We are working on a hybrid model: 2 days from the office and 3 days remote.What You Will Be Doing at Arrow?The Technical Support Engineer at Arrow ECS is a highly skilled customer-focused technical professional that achieves excellent customer satisfaction and drives product success and adoption.Your job will be to provide technical support via email/telephone/remote sessions to our global customers, using the initiative to help them as much as possible, working primarily on Broadcom technologies. You will deliver our range of technical support services and investigate any issues that arise.If you are looking to make an impact, this role offers the opportunity to bring huge value to some of the world's greatest organizations. You will be working with some of the world's best cyber security technologies and teaming up with top professionals to deliver outcomes that make a difference.On a regular day, you will manage your backlog of cases, handle new cases raised by customers, assist on case escalations, schedule and attend calls with customers to progress cases, and make use of lab resources to replicate and troubleshoot customer issues. You will collaborate closely with your colleagues and management team, partnering to meet or exceed the team's performance goals. You will be expected to occasionally cover, in an on-call model, weekends and public holidays. Adaptability and flexibility are key in keeping up with the ever-changing business needs and evolving industry.Responsibilities:Provide 1st & 2nd line technical support via email/telephone to our global customers, using initiative to help customers as much as possible. A percentage of calls will be of a complex technical nature.Resolve escalated support incidents from our customers and partners.Replicate customer configurations as required to troubleshoot complex errors.Progress simultaneous high-profile/high-priority issues.Undertake to develop and maintain technical skills in selected products.Undertake training to achieve and maintain accreditation in selected products.Attend and host remote support sessions with customers/vendors to diagnose faults, review configurations, and resolve faults.Completely and accurately document all work activity in the customer support tracking system.Demonstrate superb customer service skills, being sensitive to customer concerns whilst managing the interaction in a confident manner.Who Are We Looking For?The ideal candidate would be someone passionate about networking, security, Linux, and all things technical.In this role, you will have the opportunity to acquire lots of new skills, so it's important that you are keen to learn and embrace new technologies and commit to rapid skills development.Therefore, what is essential for us:Excellent English language skills both written and verbal.The ability to acquire skills and develop quickly is essential.Team player, able to solve problems and work effectively both within a team and individually as necessary.Excellent customer service skills & strongly motivated to help customers.Flexibility to adapt to changing demands in a technical direct customer-facing role.Articulate, confident, clearly spoken, and able to deliver telephone support in a friendly & professional manner.Excellent communication interpersonal and communication skills: face-to-face, telephone, and written.A thorough understanding of common networking protocols.Understanding of TCP/IP, routing, switching, and related protocols, network environments, and topologies.Display a thorough understanding of networking protocols.Administration, installation, and troubleshooting of Windows or Linux-based devices and networks.Willingness to work outside of normal business hours.Previous experience in busy technical support departments.Foreign language skills (German, French, or Spanish) would be desirable but not essential.Experience in a technical field-based role.PLEASE SUBMIT YOUR CV IN ENGLISHWhat is in it For You?For over 15 years, we have trained our engineering team to cope with interesting, complex, and diverse technical issues from small companies to large enterprise corporations.We believe in supporting new engineers in their training with industry recognized qualifications, as they prepare to work directly with our customers and develop their practical skills and experience in a range of technologies. Engineers are developed in all aspects of the role from customer service skills to specific vendor certifications. We will tailor your development and ensure that we hone your technical, customer service, and professional skills.Arrow is an equal opportunity employer. All applicants will be considered for employment without paying attention to race, colour, religion, gender, sexual orientation, gender identity, national origin, veteran or disability status.
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