Support Engineer

Position:

Support Engineer

Job Description:

Broadcom support

Job Description

Our Story

We are an American Fortune 500 company headquartered in Centennial, Colorado. The company specialises 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 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.

Few Words About The Team

Together with the team of 12 engineers (spread across Morocco and the UK) you will be reporting to the Team Leader. The entire Support Team at Arrow ECS is around 40 engineers (including 24/7 and Field & Software support technicians based in the UK).

Their main goal is to provide technical support to our Global customers and partners. Our portfolio is varied and includes best of breed vendors such as Broadcom, CheckPoint, NetApp, Symantec, Palo Alto, F5, Microsoft and more so there is lots to learn!

We are hiring in Casablanca.

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 initiative to help customers as much as possible. Working primarily on the 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.

You may be required to be on-call during out of business hours.

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:

Understanding of TCP/IP, routing, switching and related protocols, network environments and topologies.

Display a thorough understanding of networking protocols.

Understanding and experience of TCP/IP, routing, switching and related protocols.

Administration, installation and troubleshooting of Windows or Linux based devices and networks.

Excellent communication and interpersonal skills, both telephone and written.

Excellent English language skills both written and verbal.

Excellent Italian language skills both written and verbal.

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 though to large enterprise corporations.

We believe in supporting new engineers in their training with industry recognised 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 attention to race, colour, religion, gender, sexual orientation, gender identity, national origin, veteran or disability status.

Location:

MA-Casablanca, Morocco (Boulevard Al Quods)