Position:
Technical 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, and 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.

• Provide 1st & 2nd line for CA AOD & IMS products.
• Resolve escalated support incidents from our customers and partners. A percentage of calls will be of a complex technical nature.
• 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.

• Excellent English language skills both written and verbal.
• 2-3 years of experience working in IT customer support or similar roles.
• 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.
• Excellent customer service skills & strongly motivated to help customers.
• 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.
• Excellent communication, interpersonal, and communication skills: face-to-face, telephone, and written.
• 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 Application Support.

• Administration, installation, and troubleshooting of Windows or Linux-based devices and networks.
• Willingness to work outside of normal business hours.
• Previous experience in busy technical support departments.
• Foreign language skills (German, French, or Spanish) would be desirable but not essential.