Arrow Electronics, Inc.
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Centred in the UK (and now growing globally and in Poland) is our Global Support Centre, where it will be your job to provide technical support via email/telephone to our global customers, using your initiative to help customers with their issues. The role involves a combination of both technical and administrative work, requiring you to assist customers with fault-finding, but also handle incoming calls and emails, log and manage incidents and continue to progress ongoing issues out of local office hours, working with other shift engineers, on-call teams and managing vendor escalations where necessary.
You will help to deliver our range of technical support services and investigate issues that arise. You will need to handle incoming support requests for customers, logging and troubleshooting cases as required to resolve issues. You will collaborate with colleagues and senior engineers to investigate issues on a variety of different products from numerous vendors. This can be very interesting as you will learn how different businesses deploy equipment and develop your understanding of the wider industry.
A large part of our service involves coordination of hardware replacement for devices/components which have failed. You will be required to work with both internal teams and external partners to ensure that this is completed correctly and on time.
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 though to large enterprise corporations.
We believe in supporting engineers in their training with industry-recognized qualifications, as they prepare to work directly with our customers. Engineers are developed in all aspects of the role from customer services skills and specific vendor certifications and with a team of experienced engineers on hand to help; so, you’ll never be without guidance, and you won’t be thrown in at the deep end, as we will support you from day 1. We have an established training program to help you develop practical skills and experience in a range of technologies.
We will tailor your development to your skill set, and we will ensure that we hone your technical, customer service and professional skills.
It would be common for a suitable candidate to have a degree or similar qualification in Computer Science, Network Engineering or Security, however other industry certifications such as Cisco/Juniper are also acceptable. We also welcome applications from candidates with appropriate experience who can demonstrate their technical abilities. The ideal candidate would be passionate about networking, security, Linux and all things technical. We are also looking for people who are naturally empathetic, quick to read a situation and determined to solve problems, so analytical skills and methodical attention to detail are also desired.
Who are we?
At Arrow ECS we are at the forefront of new internet security technology, providing businesses with technical expertise from our 24x7 Global Support Centre. In short, we are a support help desk, working 24x7 with many of the largest security products on the market. 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 through 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 working well for their needs.
Originally posted on Himalayas