Support Engineer

Position:
Support Engineer
Job Description:
Our Story
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, virtual infrastructures, network traffic load balancers to name a few. Our customers can 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:
Currently we are team of 15 engineers (spread across Morocco and the UK). Together with the team, you will report to our manager who you can meet in the office in Casablanca, Morocco. The entire EMEA Support Team at Arrow ECS is around 40 engineers.
Our team is working on a hybrid model: 3 days from the office and 2 days remote.
What You Will Be Doing at Arrow?
Your job will be to provide technical support via email/telephone/remote sessions to our global customers, using the initiative to help customers as much as possible. Working primarily on Broadcom technologies. You will deliver our range of technical support services and investigate any issues that arise.
Where necessary you will need to replicate customer configurations as required to troubleshoot complex errors, in details:

• 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.
• Previous experience in busy technical support departments.
• 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.
• Excellent communication interpersonal and communication skills: face-to-face, telephone and written.
• Excellent customer service skills & strongly motivated to help customers.
• 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.
• Flexibility to adapt to changing demands in a technical direct customer-facing role.
• Foreign languages skills (German, French or Spanish) - nice to have.
• Willingness to work outside of normal business hours.

PLEASE SUBMIT YOUR CV IN ENGLISH
What is in it For You?
For over 15 years we have trained our engineering team to be able 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 services skills and specific vendor certifications. We will tailor your development and we will 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.
#LI-YM1-Hybrid
Location:
MA-Casablanca, Morocco (Boulevard Al Quods)
Time Type:
Full time
Job Category:
Engineering and Technology