Cloud Support Engineer Arrow Electronics Inc

Position: Cloud Support Engineer

Job Description:

Arrow Electronics (NYSE: ARW) is a global provider of products, services and solutions to industrial and commercial users of electronic components and enterprise computing solutions. 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 over 21,000 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 Enterprise Computing Solutions (ECS), a division of Arrow Electronics, provides partner customers with digital solutions. As a Microsoft CSP partner, Arrow ECS delivers support for Microsoft cloud solutions. As a Cloud Support Engineer for Microsoft cloud solutions, your primary mission is to resolve the issues customers encounter with their cloud solutions.

The successful candidate will marry the ability to solve complex customer support issues with outstanding customer service. Ideally, the successful candidate will possess a strong technical background with experience in supporting cloud computing products, services, and solutions.

Principal Accountabilities

Responsible for solving complex cloud issues presented by customers.

• Triage, troubleshoot, escalate, and resolve customer support tickets
• Ensure timeliness and quality of resolution and positive customer satisfaction
• Clearly document and articulate customer issues and actions taken to resolve reported problems
• Attend and host remote support sessions with customers/vendors to diagnose errors with cloud products, review configurations and resolve technical issues
• Rotate into weekend coverage for critical issues according to schedule
• Stay current on cloud product features, industry trends and relevant technology
• Develop product domain expertise to serve as a trusted technical advisor to customers

Requirements

• Bachelor of Science, Information Technology or Computer Science preferred, or equivalent certification
• 3+ years of providing technical support for enterprise customers as part of a global team, preferably in a cloud environment
• Experience with Microsoft Azure tools, resources and services
• Demonstrated problem-solving and critical thinking ability
• Strong written and oral communication in English
• Ability to explain complex solutions
• Excellent interpersonal skills and customer-centric disposition
• Excellent organizational and time management skills

Preferred Skills

• Azure Certifications:
  • Azure Fundamentals (AZ-900)
  • Azure Administrator Associate (AZ-104)
  • Azure Developer Associate (AZ-204)
  • Azure Security Engineer Associate (AZ-500)
  • Azure AI Fundamentals (AI-900)
  • Microsoft IT Support Specialist Professional Certificate
  • Microsoft Certified: Devops Engineer Expert
• Microsoft 365 Certifications:
  • Fundamentals as a foundation
  • Endpoint Administrator Associate for managing devices
  • Teams Administrator Associate for communication systems
  • Administrator Expert
• Experience with Microsoft Dynamics
• Experience working with both Linux and Windows operating systems
• Demonstrated initiative to acquire technical skills and experience

Job Complexity

Requires in-depth knowledge and experience

Solves complex problems; takes a new perspective using existing solutions

Works independently; receives minimal guidance

Acts as a resource for colleagues with less experience

Represents the level at which career may stabilize for many years or even until retirement

Contributes to process improvements

Typically resolves problems using existing solutions

Provides informal guidance to junior staff