Arrow Electronics Technical Support Engineer in München, Germany
Technical Support Engineer
Arrow Electronics is a global provider of products, services and solutions. Arrow aggregates electronic components and enterprise computing solutions for customers and suppliers in the industrial and commercial markets.
With 20,100 employees worldwide, Arrow guides innovation forward for over 200,000 leading technology manufacturers and service providers and works with organizations in over 349 locations and 80 countries. With 2019 sales of $29 billion, Arrow develops technology solutions that improve business and daily life.
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.
Main Purpose of the role:
Provide technical support to our Global customers and partners from our Munich office. Our portfolio is varied and includes best of breed vendors such as Check Point, Blue Coat, Fortinet, Riverbed, Juniper, F5, NetApp and more so there is lots to learn. The ideal candidate would be someone who is passionate about networking, security, Linux and all technical things, who is looking to enhance and develop their technical skills and enjoys working as part of an EMEA support team and is fluent in English and German .
You will have the opportunity to acquire lots of new skills, so the ideal candidate will be keen to learn and 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 we have a structured training program which will guide and support you as you develop your skills, you will be expected to show commitment and be self-motivated to study.
Key Tasks / responsibilities:
All tasks to be carried out in a Total Quality manner, consistent with the Company culture.
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
Provide primary support for our customers and be responsible for answering technical support questions and resolving error conditions that affect customer installations and applications
Replicate customer configurations as required to troubleshoot complex errors
Progress simultaneous high-profile/high-priority issues
Be recognised as an expert in your field and assist others
Open and track trouble tickets with vendors
Undertake to develop and maintain technical skills in selected products
Provide technical assistance and mentoring to junior engineers
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
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 technical direct 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
Understanding and experience of TCP/IP, routing, switching and related protocols
Understanding of network environments and topologies
Structured, logical approach to fault-finding
Desirable Knowledge & Skills
Administration, installation and troubleshooting of Windows or Linux based devices and networks
Experience of structured fault-finding in a technical environment
Previous experience in busy technical support departments
Excellent English & German language skills both written and verbal
Munich, Germany (Elsenheimerstraße)
Engineering and Technology
Arrow Electronics, Inc.'s policy is to provide equal employment opportunities to all qualified employees and applicants without regard to race, color, religion, age, sex, marital status, gender identity or expression, sexual orientation, national origin, disability, citizenship, veran status, genetic information, or any other characteristics protected by applicable state, federal or local laws. Our policy of equal employment opportunity and affirmative action applies to all employment decisions personnel policies and practices, or programs.
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