Support & Field Service Engineer

Nottingham, Nottinghamshire
Arrow Electronics, Inc.
Position:
Support & Field Service Engineer

Job Description:

Support & Field Service Engineer

This role is a unique opportunity to combine L2/L3 remote technical support of industry-leading vendors such as Check Point, F5, Juniper, Palo Alto, NetApp, etc. with practical onsite experience in hardware/software installation.

The ideal candidate will also join an out-of-hours on-call rota, which will involve travel to customer sites within 4 hours.

The ideal candidate would be someone who is passionate about networking, security, computing, and all things technical. You will have the opportunity to acquire many new skills, so you need to be keen to learn, embrace new technologies, and commit to rapid skills development. We will provide product training and you will need to show commitment and be self-motivated to study and pass exams.

What You Will Be Doing at Arrow?

• Provide 2nd & 3rd line technical support via email/telephone/live chat to our global customers, using initiative to help customers as much as possible. A percentage of calls will be of a complex technical nature.
• Attend and host remote support sessions with customers/vendors to diagnose faults, review configurations and resolve faults.
• Resolve escalated support incidents from our customers and partners.
• Visit customer sites throughout the UK for installation and maintenance & consultancy.
• Work on an out-of-hours on-call rota that may involve travelling away from home.
• Replicate customer configurations as required to troubleshoot complex errors.
• Progress simultaneous high-profile/high-priority issues.
• Be recognized as an expert in your field and assist others.
• Completely and accurately document all work activity in the customer support tracking system.
• Open and track trouble tickets with vendors.
• Undertake to develop and maintain technical skills in selected products.
• Undertake training to achieve and maintain accreditation in selected products.
• Demonstrate superb customer service skills, being sensitive to customer concerns whilst managing the interaction in a confident manner.

What Are We Looking For?

• The ability to acquire skills and develop quickly is essential.
• The ability to cope under pressure and prioritize work accordingly is essential.
• Flexibility to adapt to changing demands in a technical direct customer-facing role.
• A positive cheerful disposition.
• Articulate, confident, clearly spoken, and able to deliver telephone support in a friendly & professional manner.
• Team player, able to work effectively 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.
• Understanding and experience of TCP/IP, routing, switching and related protocols.
• Understanding and experience of network environments and topologies.
• The structured, logical approach to fault-finding.
• Full UK Driving License.
• Willingness to work outside of normal business hours.
• Must reside in Central England to be able to provide on-site cover to this region.

The Skills That Will Help You to Succeed Even More

• Experience and knowledge of Check Point, F5, Juniper, Palo Alto, NetApp, or any of our other products would be a distinct advantage.
• Administration, installation and troubleshooting of Windows or Linux based devices and networks.
• Experience in structured fault-finding in a technical environment.
• Previous experience in busy technical support departments.
• Foreign languages skills (German, French or Spanish) would be desirable but not essential.
• Experience in a technical field-based role.

What is in it For You?

• The company’s standard hours of work are am – pm with one hour for lunch
• This role requires participation in an on-call rota and you may be required to travel routinely.
• Location is Central England (remote)
• Permanent contract.

Arrow Enterprise Computing Solutions (ECS), a part of Arrow Electronics, brings innovative IT solutions to the market to solve complex business challenges. We deliver value-added distribution, business consulting, and channel enablement services to leading technology manufacturers and their channel partners. We help businesses grow faster, operate efficiently, and transform in a dynamic market.

Arrow is an equal opportunity employer and is committed to creating a diverse working environment by providing equal employment opportunities for all qualified persons.

Location:
UK-United Kingdom – Remote Hrs

Time Type:
Full time

Job Category:
Engineering and Technology