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 ticketsEnsure timeliness and quality of resolution and positive customer satisfactionClearly document and articulate customer issues and actions taken to resolve reported problemsAttend and host remote support sessions with customers/vendors to diagnose errors with cloud products, review configurations and resolve technical issuesRotate into weekend coverage for critical issues according to scheduleStay current on cloud product features, industry trends and relevant technologyDevelop product domain expertise to serve as a trusted technical advisor to customers

Requirements

Bachelor of Science, Information Technology or Computer Science preferred, or equivalent certification3+ years of providing technical support for enterprise customers as part of a global team, preferably in a cloud environmentExperience with Microsoft Azure tools, resources and servicesDemonstrated problem-solving and critical thinking abilityStrong written and oral communication in EnglishAbility to explain complex solutionsExcellent interpersonal skills and customer-centric dispositionExcellent 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 CertificateMicrosoft Certified: Devops Engineer ExpertMicrosoft 365 Certifications:Fundamentals as a foundationEndpoint Administrator Associate for managing devicesTeams Administrator Associate for communication systemsAdministrator ExpertExperience with Microsoft DynamicsExperience working with both Linux and Windows operating systemsDemonstrated 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

Location:EG-New Cairo, Egypt (Uvenues)

Time Type:Full time

Job Category:Engineering and Technology