Position:

Job Description:

Arrow Electronics is a global provider of products, services and solutions to industrial and commercial users of electronic components and enterprise computing solutions, with 2015 sales of $23.28 billion. Arrow serves as a supply channel partner for over 100,000 original equipment manufacturers, contract manufacturers and commercial customers through a global network of more than 460 locations serving over 85 countries. A Fortune 150 company with 18,500 employees worldwide, Arrow brings technology solutions to a breadth of markets, including telecommunications, information systems, transportation, medical, industrial and consumer electronics. Arrow provides specialized services and expertise across the product life cycle.

Arrow does this by connecting customers to the right technology at the right place at the right time and at the right price. Arrow provides extraordinary value to customers and suppliers - the best technology companies in the world - and connects them through the company‘s industry-leading services. We are looking for a Cloud Support Engineer.

Main Purpose of the role

Provide support and coordinate service delivery to our global customers and partners from our Casablanca office. The successful candidate will be working with Cloud market leaders such as Microsoft, Amazon AWS.

The ideal candidate would be someone who has 2-4 years of experience in a global service delivery team and is looking to enhance and develop their skills and enjoys working as part of an EMEA support team. The candidate should have 2-3 year of experience in cloud computing and good understanding of Cloud concepts and familiarity with Microsoft products (Azure, O365, Dynamics 365). You should be fluent in English.

You will have the opportunity to acquire lots of new skills, so the ideal candidate will be keen to learn, embrace new technologies and commit to rapid skills development. This role involves continuous learning and development, training will be provided on the products you will be supporting and you will be expected to show commitment and be self-motivated to study.

The ideal candidate would be someone who is passionate about Cloud and who is looking to enhance and develop their skills and enjoys working as part of an EMEA support team.

Key Tasks / responsibilities:

All tasks to be carried out in a Total Quality manner, consistent with the Company culture.

• Provide 1st and 2nd line technical support for Cloud incidents to our global customers, using initiative to help customers as much as possible.
• Prioritize and escalate serious issues to relevant stakeholders.
• Work under supervision, supporting standard queries related to Cloud products.
• Document actions taken in resolving customer enquiries ensuring established processes/systems are followed.
• Escalate issues as necessary to deliver required service level and meet customer expectation/SLAs.
• Attend and host remote support sessions with customers/vendors to diagnose faults, review configurations and resolve faults
• Determining the best solution based on the issue and details provided by customers
• Act as a team player and is viewed by colleagues as a helpful and effective member of the team.
• Undertake to develop and maintain technical skills in selected Cloud products
• Undertake training to achieve and maintain accreditation in selected Clodu products
• Demonstrate superb customer service skills being sensitive to customer concerns whilst managing the interaction in a confident manner
   

Skills/Experience Required

• Master’s, Bachelor’s or Engineer’s degree in IT or equivalent experience
• Previous experience in technical support departments/in service or help desk
• Understanding of Cloud concepts, Microsoft Azure, O365, Dynamics 365
• Experience with Linux/Windows
• Excellent English language skills both written and verbal
• Ability to acquire skills and develop quickly is essential
• Ability to cope under pressure and prioritise work accordingly is essential
• Flexibility to adapt to changing demands in a customer-facing role
• Be articulate, confident, clearly spoken and able to deliver telephone support in a friendly & professional manner
• Be a team player, ability to work both within a team and individually as necessary
• Excellent customer service skills & strongly motivated to help customers
• Excellent interpersonal and communication skills: face-to-face, telephone and written
• A thorough understanding of common networking protocols

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 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 skill

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